Responsibilities:

*Please note this role requires relocation to Bangalore, India.*

About the Job
Do you want to lead the Account Support Management team for one of the leading internet software companies, providing service to 2700+ of the leading media, retail, and high tech sites in the world? Do you have the passion to build out and lead a dynamic team that handles all of the business support for an $800 million dollar company?

As the leader of the Account Support Management team at Our client, you will be responsible for managing business support and account management for the world’s most demanding online enterprise customers. You will be responsible for expanding this team, improving processes, optimizing operations, and continuously improving the metrics to reflect an industry leading customer experience. You will help develop and implement strategies to scale the account support organization to handle a rapidly expanding global customer base and product portfolio. 

In addition to the functional responsibility, as a senior leader with our client India office on the Global Customer Care team, you will participate and drive initiatives collaboratively with senior leadership in the office to take the India center to the next level.

Our client is looking for a proven leader with the ability to manage the delivery of business support and account management internationally.  You will lead a team of account support managers that will elevate the delivery of business support and account management to new heights, setting the industry standard. As a leader you will be expected to communicate with senior management and critical enterprise customers, drive business support and account management strategy and serve as the voice of our customers. The right candidate is highly motivated and capable of being proactive with our customer base. If you are a person who lives to be part of an industry leading customer support team for the most demanding enterprise customers, Our client wants to hear from you!

Responsibilities
* Provide operational leadership and direction to the growing Business Support organization located in Bangalore.
* Complete the build out of the team; growing business support staff to 40+ people providing 20/5 support, including remote employees providing native language support in key centers
* Ensure delivery of industry leading business support and account management to create unparalleled customer loyalty in the market place

* Goaled to improve business support metrics which track service quality, effectiveness, and customer satisfaction
* Refine delivery models for scaling the rapidly growing organization

* Improve efficiencies to move the team up the account management value chain including reinforcing the value prop and positioning up sell opportunities
* Manage customer escalations

* Create programs to build customer loyalty and promote value prop
* Develop the team, including developing staffing and resource models as well as coaching and mentoring of leaders and managers.

Requirements:

·       Strong business support and account management experience including managing back office operations associated with both 

·       Demonstrated understanding of customer care, including account management and business support operations both as a manager and individual contributor.

·       Experience addressing usability and supportability features in design phase of product development.

·       High level of energy and passion for helping customers, with ability to drive, promote and follow through on strategy and programs that solves customer problems.

·       Demonstrated ability to collaborate with other groups for which you have a dependency, including ability and desire to work with teams in different regions and time zones around the world. 

·       Execution oriented, accountable with strong but practical creativity,

·       Clear and crisp communication skills

·       Demonstrated success delivering on a strategy.

The right candidate is highly motivated and committed to building and driving an account management and business support strategy that results in unparallel customer experience in the industry. If you are a person who lives to be part of an industry leading customer support team for the most demanding enterprise customers, Our client wants to hear from you!