Position Details:

Name of the designation / post: Customer Support Manager

Department: Services

Location: Pune

About Onit:

Onit creates solutions that transform best practices into smarter workflows, better processes and operational efficiencies. We do this for legal, compliance, sales, IT, HR and finance departments. We specialize in enterprise legal management, matter management, spend management, contract management and legal holds. We also specialize in AI/ML (NLP) based models for our platform for contract reviews.

Onit partners with businesses to build custom enterprise-wide software solutions that can be implemented quickly, are easy to use, and drive better decisions.

This position will manage a team of customer support engineers, working from our office in Pune, India.

Job Requirements:

• 9 years of related application support or software implementation experience is preferred.
• Experience working on Business Process automation / management tools.
• Good understanding of platform based customised configurable products.
• Ability to discuss technical concepts with non-technical stakeholders. Should have worked with Engineering teams, Infrastructure & Cloud Operations and should have a collaborative style of management.
• Excellent relationship building skills, to interact with cross-functional team members throughout the company to advocate for customer needs.
• Strong communication and analytical skills, along with an ability to work with a broad range of clients with varying skillsets.
• Proactively communicating and accurately setting customer expectations.
• Thorough understanding of the software development lifecycle.
• Attention to details, diligent in problem solving and troubleshooting.
• Ability to work well under pressure and tight deadlines.
• Highly organized, ability to multi-task and exceptionally responsive.
• Proven ability to manage medium-large teams across various time zones.
• Managing critical and severe business impacting situations.
• Forming and executing effective action plans to drive each issue to successful resolution.
• Consistently following operational processes, and assist with continuous improvements efforts.
• Strong experience in handling customer escalations.
• Be an advocate of the customer to create exceptional value.

Good to have skills:

• Experience working on integrations is a plus.
• Exposure to enterprise legal management, contract management and legal domain.

Educational background and Technical Requirements:

• Bachelor’s/Master’s degree in Computer Science or IT is required.

• Good understanding of any of the programming language (Java, JavaScript, .Net)
• Good experience with Databases.

Responsibilities:

• Collaborate across the entire organization, to get the right solution delivered to the customer.
• Work effectively as part of team with shared objectives and on own initiative.
• Effectively prioritize, multitask and execute tasks in line with business objectives.
• Strong focus on processes and ability to recommend best practices with an objective to add value to the customer.
• Assist Services teams in the resolution of customer issues in a timely manner.
• Own delivery and target metrics for India teams.
• Drive process improvements and efficiencies.
• Contribute towards new organisation wide initiatives.
• Manage and own customer escalations & work closely with internal teams to resolve issues.
• Manage a highly motivated team and lead them to success.
• Thrive working in a fast paced and dynamic environment, with minimal oversight and direction.