VP – Enterprise Product Support Operations

Job title: VP – Enterprise Product Support Operations

Experience required: 10+ years of proven experience in enterprise product support, preferably in a leadership role

Location: Chennai

Summary : As the Vice President of Enterprise Product Support and Profit & Loss Management, you will play a critical role in leading and managing all aspects of white-labeled Enterprise product support operations while also being responsible for profit and loss management within our organization. This is a senior-level leadership position that requires a unique combination of strategic thinking, technical expertise, customer focus, and financial acumen. You will lead a team of support professionals, collaborate with cross-functional teams, and drive profitability by optimizing support operations and ensuring customer satisfaction

Roles and responsibilities

1. Leadership and Strategy:

• Develop and execute a comprehensive product support strategy aligned with the company’s overall business objectives.
• Lead, mentor, and inspire high-performing teams of product support professionals, fostering a culture of excellence, collaboration, and continuous improvement.
• Define clear goals, key performance indicators (KPIs), and performance metrics to monitor and evaluate the effectiveness of product support operations.
• Stay abreast of industry trends, emerging technologies, and best practices in enterprise product support, ensuring the organization remains at the forefront of customer support excellence.

2. Profit and Loss Management:

• Manage the financial performance of the support function, including revenue generation, cost optimization, and profitability analysis.
• Develop and monitor budgets, financial forecasts, and key performance indicators (KPIs) related to support operations.
• Identify opportunities for revenue growth, cost reduction, and process efficiencies to improve overall profitability.

3. Customer Satisfaction and Relationship Management:

• Foster strong relationships with key enterprise customers, serving as their trusted advocate within the organization.
• Drive a customer-centric mindset throughout the product support function, ensuring timely and effective resolution of customer issues and concerns.
• Collaborate with cross-functional teams, including product management, engineering, and sales, to gather customer feedback, identify areas for improvement, and drive product enhancements.
• Develop and implement strategies to proactively address customer needs, exceed service level agreements (SLAs), and enhance overall customer satisfaction.

4. Team Leadership and Development:

• Lead and mentored a team of support professionals, fostering a culture of collaboration, innovation, and excellence.
• Set clear performance expectations, provide ongoing feedback and coaching, and conduct regular performance evaluations.
• Identify and develop talent within the team, fostering a learning and growth-oriented environment.

5. Operational Efficiency and Continuous Improvement:

• Optimize product support processes and workflows to ensure efficient and scalable operations, leveraging automation and self-service capabilities where applicable.
• Implement robust incident management and escalation procedures to ensure the timely resolution of critical issues.
• Analyze support data and metrics to identify trends, areas of improvement, and opportunities for operational optimization.
• Drive continuous improvement initiatives, including training programs, knowledge base development, and the adoption of best practices, to enhance the expertise and capabilities of the support team.

6. Collaboration and Communication:

• Collaborate closely with cross-functional teams to provide insights, recommendations, and feedback on product performance, customer needs, and market trends.
• Establish strong communication channels with internal stakeholders, executive leadership, and customers, ensuring transparency and alignment on support-related matters.
• Present regular updates, reports, and executive summaries on product support operations, performance, and customer satisfaction to senior management.

Required skills:

• Bachelor’s degree in a relevant field (e.g., computer science, engineering, business) is required; a Master’s degree is preferred.
• Proven experience (10+ years) in enterprise product support, preferably in a leadership role.
• Strong knowledge and understanding of profit and loss management, financial analysis, and business metrics.
• Exceptional leadership skills with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills to effectively collaborate with diverse stakeholders.
• Demonstrated ability to develop and execute strategic plans to drive customer satisfaction and business growth.
• Technical proficiency and understanding of enterprise software products and technologies.
• Strong analytical and problem-solving abilities, with a data-driven approach.
• Proven ability to manage multiple priorities in a fast-paced, dynamic environment

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