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.