Customer Service Manager Job in Amagi

Years of Experience Required: 8 - 15 Years

You would be a great fit for this role if you have:

• You should have proven experience working in a customer service position,preferably at a SaaS organization, with excellent knowledge of the latest trends and techniques in service management.
• You will have to be an excellent communicator (written and verbal)
• You will also demonstrate strong leadership and interpersonal skills.
• In general an inquisitive personality
• Ability to generate insights from Structure and Unstructured Data
• Ability to Empathize
• General understanding of software product development.
• Motivated and customer-oriented

Your responsibilities will be:

• You will be in charge of Customer Service Management for some important and strategic customers in Asia, Europe, and North America
• Be the voice of your Customers within Amagi
• Be available when the customer needs help and be the first point of escalation.
• Create a relationship of trust with your customer and you help to improve their experience with Amagi
• Help build the customer service management practice itself within Amagi
• You collect feedback, monitor their satisfaction and develop improvement plans to address concern areas.
• You monitor and report on the Quality of Services delivered to your Customers regarding contracts SLAs, the analysis of representative KPIs and when necessary you propose to your customer's improvement plans.
• Organize periodic reviews of QoS and incidents
• In the case of On-Air incidents, share root cause, fix underlying issues and ensure the incident is not repeated again.
• You may also propose to your customer offers of additional Amagi Services adapted to their expectations. Work with sales and pre-sales to do so.
• You interact with Operations and Onboarding teams to ensure that the Customers requirements are well understood and delivered on time with the utmost quality.
• Travel: 20% of the time, internationally and locally. Must maintain a valid passport at all times. (not applicable to Customer Service Executive role)

Education: Bachelor's in a Technology or Sciences or Maths Background. The medium of education should have been English.