FX Products and International Markets Manager at Midas managing FX and derivatives products. Responsible for end - to - end setup, management, and development of financial products.
About the role
- Managing global escalations and technical issues to ensure customer satisfaction at Saviynt. Leading resolution efforts and collaborating with cross-functional teams for effective problem-solving.
Responsibilities
- Leading, planning, and managing the resolution of technical problems with serious consequences to Saviynt and our customers.
- Drive the internal Escalation Management, including focus on proactively preventing escalations and complete ownership of open escalations.
- Execute the Critical Situation Process, including aligning with leadership internally and externally.
- Interface with customer executive, business leadership, and technical contacts regularly to discuss technical issues and improve customer sentiment.
- Coordinate with peer managers worldwide on resources, issues, and ownership
- Partner across a global team to hand-off high priority issues aligned with customer Support entitlements.
- Identify areas of improvement to prevent escalations, uplevel escalation handling, and related efficiency.
- Identify areas of opportunity for reducing escalations via Knowledge Centric support, Training L2 teams via requisite tools.
- Provide feedback on escalation processes along with suggestions to minimize customer impact and shorten time to resolution.
- Manage technical projects as assigned.
- Work with cross-organizational teams; build seamless partnerships throughout support, sales, engineering, and other organizations within Saviynt.
- Negotiate and influence skillfully with cross-functional groups to resolve key issues
- Contribute to the Focus accounts Program to improve customer health and prevent impact to the Saviynt business.
Requirements
- 7+ years related work experience (e.g., combination of working in an enterprise support role, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
- 3+ years of experience managing global escalation processes
- Iterative mentality – start with the 80% solution and improve over time.
- Strong Problem/Incident/Recovery management foundations.
- Critical thinking skills to derive upstream causes for escalation and iterate improvement suggestions consistently
- Demonstrated ability to remain “cool, calm, and collected” during a crisis and relentlessly prioritize based on business impact.
- Ability to combine negotiation and resource management skills with a solid understanding of support delivery processes.
- Flexibility, integrity, and creative problem-solving skills are a pre-requisite to be successful in this role.
- Must demonstrate outstanding verbal/written communication and interpersonal skills at all levels of the organization to align a range of stakeholders on priorities, timing, and output.
- A team player who is influential and builds good working relationships across all functions and across all geographic regions.
- Sound judgment and ability to make decisions, with consideration of all alternatives and risks.
- Ability to work and coordinate priorities well under pressure.
- A track record of meeting complex stakeholder needs under tight timelines and resource constraints
- Technical depth to enable collaboration with our Product and Development teams along with an ability to present complex technology concepts to Senior executives in an understandable way.
- Ability to multi-task and meticulously manage competing priorities coming from a diverse group of senior executives
- Ability to think and work independently, solve problems, and develop recommendations
- Ability and flexibility to cover the business and drive customer experience in a variety of shift timings, including some weekends.
- Working knowledge of support management processes and tools in a high-tech software company.
- Expertise in Salesforce and FreshService reporting and dashboards
- Familiarity in leveraging Support Logic is a plus.
- A results-oriented individual with a background in a technical support, customer service environment.
- Manage processes across organizational boundaries, collaborating with functional managers worldwide.
Benefits
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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