Manager Customer Support & Services (Mumbai IN)



Office Location:Mumbai, IN

Experience Level:10+ years

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If you share a true passion for technology, enjoy working together in developing solutions, sharing ideas and exchanging knowledge, we want to talk to you. 

The APAC region, and India in particular, represents a major growth opportunity for Sparta due to the large concentration of life sciences companies in or near Mumbai.  Sparta Systems is the Leader in Enterprise Quality Management Solutions (EQMS), and we invite you to come grow with us!
As the Manager of Global Customer Support & Services, you will be a senior, hands-on, transformational leader and combine your years of proven expertise in building high-performance teams with a never-ending quest to improve customer experience, service quality and client satisfaction. For Customer Support, you’ll lead a team of global support engineers for Sparta’s On-Prem Trackwise solution and cloud-based Trackwise Digital solution built on the Salesforce / platform and technology domain. With Services, you will also be the onsite leader for a smaller team of Professional Services technical Implementation Delivery Consultants and Analysts. Implementation Delivery Consultants support all phases of product implementation: analyzing, documenting customer business requirements and configuring/installing software at client sites. New managed services will be offered to the global market utilizing this team as well. The Manager of Customer Support & Services will have 8+ years of progressive management experience in enterprise software, SaaS and 5+ years in application software support functions, with a strong background in process design and optimization. Solid leadership, analytical and problem-solving, customer service, communication skills a must. Experience leading cross-functional service and implementation teams as well as leading on-shore and off-shore teams is preferred. Your experience supporting global enterprise software products is pivotal in driving alignment across internal stakeholders Product Management, Research & Development and Sales and Customer Success. A manager with experience supporting applications built on the (SFDC) platform will be given special consideration.
Required Skills:
  • Lead the Customer Support and Global Services Teams to continually improve the service quality and client satisfaction
  • Responsible for global Delivery Services and Customer Support thought leadership and team building
  • Ensure achievement of customer service levels and monitor performance against SLA targets
  • Maintain professional relationships and open communication with External and Internal Customers as well as with all Sparta’s Service Providers
  • Maintain periodic communication with customer points of contact, ensuring a positive and productive relationship with the consumers of the services provided
  • Responsible for management of client escalations with the objective of driving issues to clear resolution.  This may require working across functional areas to achieve desired results
  • Foster the continuation of customer feedback by driving follow-up actions and customer communication from the feedback provided
  • Provide regular, timely reporting on performance, communicating issues with significant customer impact to senior leadership and make the case for needed resources or investment.  
  • Conduct regular team meetings to share information on Sparta business strategy, client base, issues requiring action/resolutions, and any other relevant business topics
  • Work closely with members of management to support strategic and tactical plans to meet revenue goals
  • Champion the development of best practices and programs encouraging the best of the best mindset
  • Be the client's advocate within Sparta to describe or explain client expectations and needs. Work closely with other internal organizations to improve the service offerings and complete support cycles
  • Be an advocate of Sparta products with the customer, applying implementation and support strategies that enhance the value of the products and solutions to the customer

People Management:
  • Effectively build and manage mid-level to senior customer support engineers and delivery consultants
  • Identify and recruit internal/external talent to ensure an effective mix of competencies within the team
  • Effectively onboard new hires to quickly maximize performance
  • Set and communicate team/individual objectives and key performance indicators to motivate individuals to achieve high performance
  • Allocate work load to fully utilize every employee’s skills and abilities
  • Implement development plans and coach individuals to reach their maximum potential
  • Provide ongoing constructive feedback on performance and address development needs in a timely manner
  • Recognize high performers to maintain motivation and retain key talent
  • Regularly communicate relevant company information and progress against business plan
  • Provide opportunities for team development and interaction, including grooming team leaders and successors
Preferred Skills:
  • Bachelor’s degree in a relevant program of study, or equivalent relevant work experience
  • 8+ years’ relevant experience in the enterprise software and SaaS industry
  • 5+ years’ experience in application software support functions
  • Must be able to develop local talent and leadership through coaching and development
  • Results-oriented with ability to manage dynamic change while creating a positive environment
  • Strong background in process design and optimization
  • Must have solid leadership, analytical and problem-solving, customer service, communication and organizational leadership skills
  • Must be able to impart Sparta and industry knowledge to employees.
  • Results-oriented with the ability to manage dynamic change while creating a positive environment
  • Experience supporting applications built on the platform a plus
  • International travel on a quarterly basis is possible
Sparta Systems Offers:
  • Competitive salaries and benefits package
  • Employee engagement programs such as Sparta Gives Back, Wellness, Spirit Committee, etc.
  • An opportunity to work for the world's premier provider of cloud and on-premise quality management software
About the Company:

Sparta Systems is the leading provider of Enterprise Quality Management Software (EQMS) solutions that drive and enhance quality and compliance for leading pharmaceutical, medical device, CPG and other companies globally. With over $100M+ revenue, the company has a demonstrated track record of long and sustained growth.

Founded in 1994, Sparta has operated for over 20 years as the pioneer, innovator and thought leader within the EQMS space, with its flagship TrackWise and TrackWise Digital solutions serving as the clear industry “gold standard”. The company has global operations, serving a diverse and loyal customer base of over 400 companies across the pharma, medical device, consumer and manufacturing sectors in the US, Europe and Asia, including 44 of the top 50 pharmaceutical companies in the world and 13 of the top 15 global medical device companies. Sparta Systems offers its customers a complete solution for global quality management needs, including the onsite support required throughout the project lifecycle.

Sparta is currently partnered with New Mountain Capital (“NMC”), a leading growth-oriented investment firm. NMC is interested in continuing to drive the company’s existing organic and inorganic growth opportunities within both existing and adjacent markets. 

Life is short… Work somewhere outstanding… Sparta Systems!

Sparta Systems in an Equal Opportunity Employer with our Headquarters located in Hamilton, NJ, USA


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