Manager - Customer Success (5-7 yrs)

- Our client is the worlds leading provider of secure financial messaging services.

- They provide our community with a platform for messaging and standards for communicating and offer products and services to facilitate access and integration, identification, analysis and regulatory compliance.

- Their messaging platform, products and services connect more than 11,000 banking and securities organizations, market infrastructures and corporate customers in more than 200 countries and territories.

- They also bring the financial community together at global, regional and local levels to shape market practice, define standards and debate issues of mutual interest or concern.

Key Responsibilities:

1. Resolve and report on customer/vendor queries and problems of medium to large complexity. Troubleshoot and quickly diagnose fewer complex problems in accordance with the Service Level Agreement (SLA)/key performance indicators and propose measures to prevent recurrence. Draft customer incident/problem reports and handle customer complaints under guidance of more senior staff/manager.

2. Provide support on all technical problems within own area of expertise. Work with the customer/vendor/partners to establish the root cause of problems and provide end-to-end service support, retaining ownership of a case, by resolving it individually or escalating it - in accordance with the SLA.

3. Provide revenue generating implementation and training services, health checks, troubleshooting and consultancy services at customer/vendor/partner site with medium requirements.

4. Continuous Improvement. Contribute in continuously improving the working environment, participate in problem solving and deep dive sessions and propose/implement necessary changes. Analyze root causes of problems, generate Knowledge Base tips and participate during specifications definition to increase supportability, usability of products and decrease product complexity.

5. Under the guidance of a coach, produce and control the quality of both internal and external training material, problem management procedures and on-line documented solutions.

6. Provide technical support to the commercial divisions by participating in technical reviews and giving product presentations and demos. May provide commercial campaign.

7. Maintain client relationships from an operational and technical perspective by establishing close working relationships with key contacts in the client's organization, the SWIFT service manager and the SWIFT account manager.

8. Participate in service improvement projects within own area by executing parts of projects. May at some point manage small project.

9. Close monitoring and enhancement of volume adoption of SWIFT India domestic flows with Banks & Corporates.

10. Working closely with Clients to understand gaps/problems in domestic flow adaption and work with Product Manager to enhance any gaps.

11. Operational Support for Customer queries and issues for SWIFT India domestic flows.