Associate Director - Application Support at Gainsight
Hyderabad, IN

As the standard bearer for Customer Success, Gainsight continues to invest in thought leadership to drive value for our clients. The Associate Director of Support will be responsible for growing, scaling,  and leading our world class 24/7 technical organization in India to provide our customers with high quality technical solutions in a timely and economical manner. We are looking for an excellent leader who can also provide a strategic vision for the support organization and ensure the customer experience is optimized.

The ideal candidate will have enterprise product support background. The candidate will utilize his/her technical expertise to improve/create the existing/new processes and methodology. He/She should have competence in ITIL methodology. The candidate must have strong written and verbal communication skills with experience communicating at all levels of client organizations as well as internally across organization (product engineering, product management, sales). The candidate should have experience in establishing and managing client relationships and effectively managing critical customer situations/accounts.

The candidate should be willing to travel to client locations in US or other locations as needed.

What You'll Do

  • Develop and own key metrics for your team including:
    • Customer Satisfaction, Time to Resolution, Service Level Agreements
    • Sales of premier/elite support
    • Employee satisfaction
  • Workforce Planning:
    • Develop capacity and workforce planning
    • Forecast to stay on pace with business and customer growth
  • Escalation and risk management:
    • Point of escalation for customer issues
    • Communicate up to the executive level internally and with the customer
    • Assist team with escalations to improve client relationships
    • Contribute to process improvements in Escalation Management
    • Manage risks in client relationships
  • Identify process improvements and areas to increase standardization and efficiency:
    • Work with the support team and cross functionally to flag areas for improvement, obtain feedback, and recommend solutions
    • Research and suggest new technologies to help the team scale
    • Outline and design associated processes
    • Train and rollout new processes to the team
  • Propose improvements to your team’s organizational structure:
    • Define shifts
    • Define support levels
    • Define segmentation by specialization/product
    • Define segmentation by support package

Required skills

What We're Looking For

  • B Tech/ M Tech or equivalent
  • Technical background with experience in supporting BI, data/system integration, CRM, EPM or other software in an Enterprise environment
  • 5+ years of experience managing multifunctional and distributed enterprise support team; overall 15 years of software/IT experience.
  • Experience leading a growing and scaling a team
  • Success building out processes for a fast growing and changing organization
  • Proven ability to drive a team to attain targets and goals
  • Passionate about driving success for customers
  • Proven track record of recruiting, people management, mentorship, and career planning
  • Excellent technical aptitude and willingness to learn new technologies
  • Experience working with a globally dispersed team
  • Experience working with a team operating 24x7
  • Skilled in escalation and risk management
  • Strong communication and presentation skills
  • Ability to work closely with engineering and product to prioritize customer needs
  • Willing to travel to other Gainsight offices and client locations globally as needed