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Description

eProductivity Software (ePS) is a leading global provider of industry-specific business and production software technology for the packaging and print industries. eProductivity’s integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies.  With several offices worldwide, including in Bangalore, and over thirty-years dedicated to delivering best-in-class technology to the packaging and printing industries, it is our deeply held philosophy that eProductivity Software succeeds when our customers thrive. For more information, visit us at www.epssw.com .

eProductivity Software is looking for a Customer Success- Team Lead to join our Packaging team.  This person will provide exceptional customer experiences, with a personal approach.

Roles and Responsibilities:

• Interact with all levels of the customer organization from Senior Management to Analyst’s level, internal/external customers and stakeholders.

• Test, analyze, organize, and report on progress of ongoing operational issues on a daily/ weekly/ monthly/ quarterly basis.

• Ensure accuracy/accountability/progress of issues though data and reporting tools.

• Daily administration of issues via our defect/case tracking applications like Jira and Salesforce.

• Supervise a group of team resources and align your team’s activities/objectives with organizational business goals.

• Define KPI’s for individual team members.

• Create accessible reports such as MTD (Case closure) and TAT, Quality – customer escalations, CSAT, Knowledge base, Training needs, Skills Matrix, JIRA’s – (Track how many are bugs) through regular R&D collaboration.

• Collaborating with your manager on building reports and dashboards used to communicate the status of Support/Customer objectives.

• Host and/or contribute to meetings including quarterly business review meetings to communicate the performance results of people and process with manager.

• Monitor global support queue, focusing on the customers in local time zone and milestone/ priority violations.

• Conduct outreach program to ensure customers are happy and highlight if there is a gap.

• Ability to engage with simple and complex and multiple functions and verticals to ensure the smooth functioning of business, process and implementation.

• To be able to engage with team members and keep them motivated. Be a responsible organizational support structure for their IDP’s.

• To take up operational responsibility for the work that the team does and for the people who are direct reportees.

• Align time zones and make sure that there is coverage across 24/5.

Required:

• 10+ years’ experience in Operations with at least 2+ years of team management and KPI management.

• Experience working with off-shore teams.

• Strong cross-functional communication skills and team management skills.

• Strong hold over the English Language- both Verbal and written.

• Excellent interpersonal skills including courtesy, tact, and discretion.

• Can resolve conflicts and make sound decisions.

• You must be a team player very willing to be hands on.

• Ability to adapt to a fast-changing environment and work well under pressure.

• Ability to work well as part of a team and is self-directed.

• Ability to prioritize and schedule workload and work independently with minimal supervision.

• A history of building/leading highly successful teams to provide Support and deliver high quality solutions.

• Excellent MS office skills.

• A strong working knowledge of Salesforce CRM or other call tracking systems

• Willing to work in shifts- to support NAMER, EMEA, ANZ time zones.

• Experience in Packaging and/ or Corrugated domain.

• Additional foreign language.

Education:

• Must be a graduate in Packaging or a PGD holder in the same field.

At ePS, we are a global team that solves unique business challenges for our customers worldwide. We believe in and are committed to fostering an inclusive workplace where our rich diversity fuels continuous innovation and success, valuing everyone's expertise and unique perspective. Our commitment to our customers and to an inclusive culture will be evidenced through our actions, outcomes, and the quality of our products and services.

ePS: Empowering Print and Packaging