Transaction Management And Monitoring

Manager TMM

Experience = 11+ years (2-3 years as a manager)

Budget = 47 LPA

Shift = Night Shift Remote

This is a complete night shift position with timings 9:30 PM - 6:30 AM. Apply

only if you are fine with the shift timings.

Key Responsibilities:

1. Team Leadership: Lead and mentor a team of EDI/B2B support specialists,

providing guidance, coaching, and performance feedback to ensure team

effectiveness and individual growth.

2. Customer Support Management: Oversee the day-to-day operations of the

support team, including ticket management, escalation handling, and

resolution tracking, to meet service level agreements (SLAs) and customer

expectations.

3. Customer Relationship Management: Build strong relationships with key

customers, understanding their business needs, challenges, and objectives to

deliver personalized support and drive customer success.

4. Technical Expertise: Maintain a deep understanding of our cloud platform

and its functionality, serving as a subject matter expert to assist with complex

technical issues and troubleshooting.

5. Issue Resolution: Collaborate with cross-functional teams to identify and

resolve customer issues promptly, ensuring minimal disruption to business

operations.

6. Process Improvement: Continuously assess and optimize support

processes, tools, and workflows to enhance efficiency, scalability, and

customer satisfaction. Implement best practices and standards for support

operations.

7. Performance Monitoring and Reporting: Track and analyze support metrics

and KPIs, such as response times, resolution rates, and customer feedback,

to measure performance, identify trends, and drive improvements.

8. Training and Development: Develop and deliver training programs for

support team members to enhance their technical skills, product knowledge,

and customer service capabilities. Foster a culture of continuous learning and

professional development.

Qualifications:

 Bachelor degree in computer science, information technology, business

administration, or a related field.

 Proven experience in a leadership role within a EDI/B2B SaaS cloud support

environment.

 Strong technical background with expertise in EDI mapping and business

process orchestration, communication protocols like AS2, SFTP etc.

 Excellent communication, interpersonal, and customer service skills.

 Demonstrated ability to lead and motivate teams, drive results, and foster a

collaborative and inclusive work environment.

 Analytical mindset with the ability to analyse data, identify trends, and make

data-driven decisions.

 Experience with support ticketing systems other support tools.

 Strong problem-solving skills and attention to detail.

 Customer-focused mindset with a passion for delivering exceptional service

and building long-term customer relationships.