Customer Support Manager NetScore Technologies

About NetScore Technologies

Job Description

As an award-winning Oracle NetSuite Partner, NetScore Technologies is currently seeking talented individuals to join our expanding cloud ERP practice in Hyderabad. Our company, headquartered in Vienna, Virginia, has a strong focus on developing AI-powered cloud applications for the Retail and Wholesale Distribution verticals. NetScore is proud to be recognized as an Inc. Power Partner and a TiE50 award winner. To learn more about us, please visit our website at www.netscoretech.com. At NetScore, we foster a culture that encourages innovation, experimentation, and the development of world-class applications. We are in search of an experienced Customer Support Manager who will play a pivotal role in ensuring the satisfaction and success of our esteemed customers. The primary objective of this position is to cultivate long-term relationships, establish effective customer support systems, drive customer retention, and maximize the value delivered to our customers. **Experience Required:** 10 to 15 Years **Key Responsibilities:** - Ensure smooth and efficient customer post go-live support. - Establish and monitor customer support systems to track SLAs, categorize tickets, and manage response/resolution times. - Develop a customer support Help Portal containing FAQs, cheat sheets, and interactive help videos for swift resolution of production issues. - Evaluate customer satisfaction and retention using metrics such as CSAT, NPS, and instant surveys. - Cultivate and maintain strong relationships with key stakeholders within customer organizations. - Regularly assess customer health to gauge satisfaction levels, address concerns, and identify opportunities for upselling or cross-selling NetScore products or services. - Monitor customer contract renewals and take proactive measures to secure renewals in a timely manner. **Mandatory Qualifications:** - Ability to analyze and present customer support performance metrics to both internal and external stakeholders periodically to enhance customer satisfaction and retention. - Minimum of ten years of progressive experience in a Customer Support/Success role. - At least five years of experience within the software/SaaS industry in a customer-facing capacity. - Demonstrated experience in establishing customer support ecosystems at software companies. - Proficiency in working with JIRA. - Excellent written and verbal communication skills. - Experience working with US and APAC customers is essential. - Availability to work in the US EST timezone. - Preference for candidates local to Hyderabad. - Bachelor's degree or equivalent in a relevant field. Join us at NetScore Technologies and be part of a dynamic team dedicated to delivering exceptional customer support and driving customer success.,