Customer Support Manager

Sapiens is on the lookout for a Customer Support Manager to become a key player in our Bangalore team. If you're a seasoned Development Manager pro and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.

Location: Bangalore

Working Model: Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.

This position will be part of Sapiens’ Digital (Delivery) division, for more information about it, click here: https://sapiens.com/solutions/digitalsuite-customer-experience-and-engagement-software-for-insurers/

We are looking for a highly motivated and successful Customer Support Manager (L3) in the Insurance services software solutions field with proven executive-level Customer management skills, ideally in major insurance organizations. A strong track record of post-production support.

Job Description

• Responsible for the day-to-day management, delivery and operations of all the BAU accounts (post Go live) services provided under the agreement to the customer
• Establish and maintain positive relationships with existing BAU clients.
• Provide prompt, efficient, and satisfactory responses to customer inquiries and Production issues.
• Monitoring and analyzing support metrics to track performance and identify areas for improvement
• Planning and organizing the support team’s workload to ensure efficient and effective service delivery.
• Strategic thinking – forecast, plan and scale the team in an efficient manner to meet future demands
• Expand - Identify opportunities for improving the customer experience, provide additional value and provide feedback to relevant teams and departments.
• Plan and execute Continuous Upgrade strategy
• Analyse customer data to identify patterns and insights; and leverage this information to enhance customer relationship management strategies.
• Lead the engagement with a proactive and continuous improvement approach. 
• Voice of the customer - Represents the customer and creates the customer centric view within the global organization
• Serving as an escalation point to support teams & the customer
• Possessing excellent product knowledge to enhance customer support.
• Handling customer complaints /concerns professionally to maintain good customer relationships 
• Leading the periodical operational calls with the customers
• Managing external service providers
• Managing support documentation;

Education:

• BE/MS/MCA or higher degree in Computer Science or an equivalent field.

Experience:

• 12+ years of overall experience IT experience in relevant technologies with a strong track record of delivering complex projects throughout the lifecycle.
• 5+ years of experience in Support & customer Relationship management roles or similar.

Technical Expertise:

• Experience and passion for modern web development technologies and techniques – React 16 / Angular (4,5,6), Automated Unit Testing, HTML, CSS Modules / Styled Components, etc. – Advantage.
• Knowledge in modern architectural methods and patterns such as Cloud Computing and Containers (Kubernetes, Docker) - Advantage
• Public cloud experience (Amazon, Azure, Google) - Advantage 

Resposibilities & Requirements 

• Familiar with ITIL processes and their definition, tools and implementation (Service Now)
• Experience with software project management / software release management 
• Setting up application management services in a software services company;
• Service Manager/Service Delivery Manager role with over 5 years’ experience
• Successful record of developing and implementing customer relations strategies.
• Strong problem-solving abilities with time management skills.
• A customer-centric attitude to handle challenging client situations.
• Improving the customer experience also extends further than dealing with complaints. They can also enhance the customer experience by informing clients of new and existing company products/ services that the customer may benefit from.
• Ability to recognise the patterns in customer behaviour and develop new strategies for business growth.
• Ability in dealing with complaints. But it should be viewed as an opportunity to surprise and delight a customer when they are coming from a place of displeasure.
• Winning over customers requires strong negotiation skills. Landing sales, upselling or cross-selling relies on persuasive selling.

About Sapiens:-

Sapiens International Corporation (NASDAQ and TASE: SPNS) is a global leader in intelligent insurance software solutions. With Sapiens’ robust platform, customer-driven partnerships, and rich ecosystem, insurers are empowered to future-proof their organizations with operational excellence in a rapidly changing marketplace. We help insurers harness the power of AI and advanced automation to support core solutions for property and casualty, workers’ compensation, and life insurance, including reinsurance, financial & compliance, data & analytics, digital, and decision management. Sapiens boasts a longtime global presence, serving over 600 customers in more than 30 countries with its innovative SaaS offerings. Recognized by industry experts and selected for the Microsoft Top 100 Partner program, Sapiens is committed to partnering with our customers for their entire transformation journey and is continuously innovating to ensure their success. For More information visit us on www.sapiens.com.

Disclaimer: Sapiens India does not authorise any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Sapiens. Further, Sapiens does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events. 

Accordingly, please check the authenticity of any such offers before acting on them and where acted upon, you do so at your own risk. Sapiens shall neither be responsible for honouring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution. 

In the event that you come across any fraudulent activities in the name of Sapiens, please feel free report the incident at sapiens to sharedservices@sapiens.com

Sapiens is an equal opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.