Temenos - Product Support Manager - Banking Domain

Location - Bengaluru, Chennai

- Product Analysis and Customer Support (PACS) provides support to clients using Temenos products which includes clients in product Implementation stage clients already live on Temenos products.

• All support requests from these clients are handled by PACS

• Function as the bridge between Temenos and assigned clients, operating as the Single Point of Contact (SPOC) for all communications and coordination

• 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 clients to gather any additional information required for the logical closure of support tickets

• Liaise with Client and Account/Project Managers to :
• a. Understand different milestones like UAT, Upgrade, go-Live etc., by keeping respective department informed
• b. Provide regular project and status updates via conference calls and email, including timely communication of any rescheduling in the delivery of fixes, if any

• Mentor support managers across designated regions and manage relationships with top tier clients. Serve as the Support Account Manager for select Private Wealth Management (PWM) clients.

• Ensure and maintain a high level of client satisfaction through proactive support and effective relationship managementYou will

SKILLS:

• Experience Managing Tier 1 Clients Mentoring Support Managers

• Client facing experience with ability to build relationship / communicate with the client

• Well Versed in excel and project management plans

• Possess ability to track, report and manage Metrics

• Revenue versus Cost management

• Industry Awareness in terms of leading practices.

- Identify customer pain points and apply domain knowledge to drive effective solutions, ensuring high levels of customer satisfactionYou should have