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Support Manager/ SDM - Technical Support Team

Temenos
Bengaluru, Karnataka
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3 hours agoFull–time
About Temenos

We’re passionate about helping banks to perform better, so we solely focus on creating banking software. Temenos offers cloud-native, cloud-agnostic, API-first digital banking, core banking, payments, fund management, and wealth management software products, enabling banks to deliver consistent, frictionless customer journeys and achieve market-leading cost/income performance. Our products combine the richest end-to-end packaged country model bank functionality and the most advanced technology, helping our clients go-live faster, giving them the freedom to innovate and deliver personalized experiences.

We are technology first, with 700+ published APIs, we partner with 100+ Fintechs in our marketplace. We have been recognized year after year by Gartner, IBS, and Forrester for our award-winning solutions.

Temenos is the 4th largest European Software company, with over 3000 clients in 150 countries. We are proud of our 7500+ Temenosians working across the globe to make banking better!

About The Team

Product Analysis and Customer Support as the name indicates, provides 24/7 support to clients who use Temenos products. This includes either clients who are in the Implementing stage or clients who are already live on Temenos products. All support requests from these clients are handled by PACS.

Key Responsibilities
• Function as the bridge between Temenos and designated Clients & Function as the Single Point of Contact(SPOC).
• Actively monitor outstanding tickets logged under allocated clients.
• Prioritize open tickets for analysis based on client’s feedback & Prioritize tickets in Maintenance and ensure delivery as per SLA.
• Follow-up with client for any additional information required for logical closure of ticket
• Liaise with Client and Account/Project Managers to
• Understand different milestones like UAT, Upgrade, go-Live etc., and keep department informed.
• Provide constant updates over conference calls or through e-mail.
• Communicate about re-schedule in the delivery of fixes, if any.
• Mentor support managers in specific regions and also take care of Top Tier clients. Function as Support Account Manager for specific PWM clients
• Ensure and Maintain High Satisfaction rating from clients

Skills & Experience
• BE/B Tech candidates with 5 to 7 years exp in Product Support & 3 to 5 years’ experience in Team management
• Ability to build relationship / communicate with the client
• Well Versed in excel and project management plans & Client facing experience
• Working Knowledge
• Track, report and manage Metrics
• Revenue versus Cost management
• Industry Awareness in terms of leading practices.
• Customer pain points and knowledge on how to achieve customer satisfaction

Location: Bangalore/Chennai

WHY TEMENOS