VP, Technical Support
Majesco- Insurance/Software

Job Info

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VP, Technical Support

Our Purpose

At Majesco, we believe in connecting people and business to Insurance in ways that are Innovative, Hyper-Relevant, Compelling and Personal. We bring together the brightest minds to build the future of Insurance; a world where Insurance makes life and business easier, more connected and better protected.

Job Overview

Reporting to the Chief Customer Officer, the VP of Customer Support will be part of the Majesco Global Support leadership with primary responsibility for building and managing customer support functions for Majesco products.

Majesco Global Support is committed in providing exceptional product support and a personalized customer experience to our customers. Global Support leverages cutting-edge technology and resources from multiple teams to provide extraordinary support to our customers in timely manner.

Within Global Support, Customer Support is the human face of Majesco and requires tirelessly and patiently supporting our customers, resolving their issues, answering questions, or helping them to adopt more features and products, and above all improving customer satisfaction with excellent quality of service.

The position will have primary accountability to own, formulate, rollout, execute and refine the customer support plans to meet customer needs and service level agreements (SLA) with efficiency and economy of scale across Majesco products. The position will also have primary accountability of translating support into customer success across all product lines. This professional will create a measurement plan to accurately gather data to gauge the effectiveness of Global Support for Majesco's support offerings relative to industry peers.

All About the Role

• Work closely with customers, product, delivery, cloud operations and solution support teams to define, refine and improve the vision, scalability and value proposition of Global Support.
• Build multi-year Global Support roadmap to advance current support offerings staying close to the industry standard and build competitive differentiations.
• Oversee translation of vision and direction into plans to develop and deliver high-quality tools and processes for differentiated support operations on time and within budget.
• Create the means to provide ongoing support to customers and derive ongoing feedback from customers to constantly improve our support capabilities. Define and implement the structure, roles, and responsibilities for various functions of the customer support organization.
• Lead the Customer Support team and develop the next level of functional managers. Recruit or repurpose talent and build a systematic and scalable org structure for Customer Support - to plan, execute and optimize on support functions.
• Ensure establishment of training and development programs, performance management and reward systems to attain the highest level of productivity for long-range success;
• Establish a framework to mentor and develop customer service support team and nurture an environment where they can excel through encouragement and empowerment.
• Establish product and technical certifications programs to equip the customer support team with the knowledge and skill required to resolve and escalate issues faster for higher customer satisfaction.
• Establish and own support processes, procedures, policies and standards for support across all teams and manage customer support as a single point of contact for all support functions.
• Manage the internal working groups to define, adjust and align our capabilities with
  current and future needs of support, refining the processes to meet our SLAs and quality objectives.
• Work closely with cloud operations, product, delivery and solution support teams to rollout various support plans; align product capabilities and refine their processes with regards to support, especially in areas of meeting customer and internal SLAs.
• Monitor delivery dates, quality levels and customer satisfaction levels to ensure objectives are met.
• Establish and maintain effective processes of customer and product communications to customers and internal business units, working closely with business units to resolve issues.
• Collect and analyze usage metrics to help guide support improvements, product improvements and potential opportunities for increased product adoption.
• Work closely with product and support leadership to establish processes and metrics for product adoption, new features and migration to the latest version of our products.
• Identify problems and take adequate steps to correct shortfalls, devise creative business solutions and recommend measures to improve performance in collaboration with other teams.
• Establish and communicate actionable metrics pertaining to our support processes, case resolution and adoptions, that are simple and actionable by providing a 360 view of customer success / health on monthly / periodic basis.
• Working closely with sales, finance and presales teams to outline details and benefits of our support
  offerings to prospects and adapt the offering to changing market trends.
• Plan and own financial budget (infrastructure, licenses, people), working with all relevant teams or parties to optimize usage and cost.
• Manage relationship with our external technology, software and digital content / service suppliers to define contractual relationship and manage it under the guidance of Global Support Leadership.
• Keep ahead of industry's developments and and comptetive landscape of customer service to apply best practices to process improvements and support automation.
• Work closely with business units to prepare enablement material or kit for illustrating current state of support and its future state vision.

What You'll Bring

Typically 15+ years in customer or product support with general management experience in IT management and product or customer support organizations with high growth/high profit business models.

• Will have a strong track record of building and scaling a skilled team, but will also have the kind of best-in-class training that comes as a result of working in large company environments
• Will likely be in a customer success or product support leadership role today with experience in cloud offerings.
• With a career built on strong passion to help customers and resolve issues, this is an individual who can serve as a hands-on leader to the Global Support team.
• Must have ability to recruit new talent and mentor both new and existing talent for the future roles and build highly collaborative team-play environment.
• This individual will display a professional agility that enables them to easily deal with the dynamic evolution of the industry and the marketplace.
• Participated in public communication and one-on-one communication with customers.
• With a career built on technology and strong passion, this person is an individual who can serve as a hands-on leader to product teams.
• Demonstrated strong problem-solving skills and a willingness to roll up your sleeves to get things done.
• Skilled at working effectively with cross-functional teams, and across multiple time zones and countries.
• A consistent track record leading all aspects of a successful throughout the life-cycle of a product.

Other Qualifications

• Bachelor's Degree or global equivalent in engineering/computer science is required, Masters in Computer Science preferred or equivalent experience.

This job has expired.