Manager, Customer Support (L3, .Net Application Support)

Pune, Maharashtra
CPS – ROW Services /
Full-time /
Hybrid
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.

Who we are:  Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination


Required Skills

    • Bachelor’s degree or master’s degree in finance, technology, engineering, or a business-related discipline.
    • 10+ years previous experience in roles involving Application Support and/or troubleshooting.  
    • 5+ years previous experience in roles involving Customer Success or Technical Account Management. 
    • Experience developing and troubleshooting on the Microsoft platform, working with C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript.
    • Proactive, Passionate and Empathetic mindset. Loves working with customers to drive continuous success and product adoption.
    • Excellent listening, written and verbal communication skills to understand customer issues and business requirements to meet customer deliverables.
    • Should have experience of managing a team of 15-20 people
    • The ability to coordinate, follow up, follow through and drive issues to closure in a proactive and timely manner. 
    • Exposure to Windows Azure and Cloud Computing will be an added advantage. 
    • Strong Attention to Detail and Excellent analytical, data analysis, & problem-solving skills.
    • Strong relationship building skills with customers and across company departments.
    • Excellent organizational skills and ability to multi-task across multiple streams of work.
    • The ideal candidate embodies values that are aligned with ours, Fairness, Openness, Respect, Teamwork and Execution.
    • Experience working with SaaS products and large customer base.
    • Willingness to operate in shifts and travel on demand.

Responsibilities :

    • Understand in detail the configuration of each portfolio customer’s Icertis implementation including bespoke configurations, customizations, and integrations so that training and mentoring opportunities can be easily identified in a proactive manner.
    • Drive customer enablement plans against the customer’s contract integration roadmap to ensure that adoption is mapped to customer’s current and future needs.
    • Develop and deliver monthly operational reviews focused on usage, adoption, and support ticket themes with key customer stakeholders.
    • Work closely with customer, answering questions about features and capabilities of the Icertis platform.
    • Coordinate with Support, Product Management and Platform Engineering to ensure the appropriate level of response for open issues.
    • Identify risks preventing customers from achieving their stated business goals; develop and execute appropriate mitigation plans.
    • Proactively notify customers about known product issues and share best practice recommendations to drive adoption.
    • Manage any customer escalation’s
    • Ensure that the needful is done and customer are happy to sign up for the Annual Recuring Revenue (ARR)
    • Excellent Customer Escalation Management skill.
    • Excellent skill in driving Customer Support Key Performance Indicators and Metrics (SLA, MTTR, TSAT, Backlog Reduction and Proactive Problem Management

 

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.
 
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Icertis is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.