Director Product Support

About Azentio

Azentio Software incorporated in 2020 at Singapore, has been carved out of 3i Infotech, Candela Labs, Beyontec Technologies and Path Solutions. Azentio Software provides mission critical, vertical-specific software products for customers in banking, financial services and insurance verticals and includes key products such as KASTLE™ (Universal Lending), AMLOCK™ (Anti-Money Laundering & Compliance software suite), PREMIA™ Astra (Core Insurance software), ORION™ (Enterprise Resource Planning software) and MFUND Plus™ (Asset Management platform). Azentio has over 800 customers in more than 60 countries, with a team of over 2,300 employees across offices in 12 countries (and growing) globally and is wholly owned by Funds advised by Apax Partners.

Azentio offers a comprehensive range of products – serving core operations to modern digital needs – for the financial services industry. Our deep domain knowledge and solutions in financial services extend across insurance, retail and corporate lending, Islamic Banking, anti-money laundering and asset management. In addition, Azentio proudly serves mid-market enterprises across the Middle East, Africa, Asia Pacific, and India with a comprehensive ERP solution.

At Azentio, we believe that growth is a continuous journey. We believe that each step of this journey must be taken by committing to excellence - excellence in our products, our services, our ideas, and our people.

Overall experience: 15+ years

Requirement:

• Proven experience in a product support or customer service leadership role
• Strong leadership skills with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
• Analytical mindset with the ability to leverage data and metrics to drive decision-making and process improvements.
• Solid understanding of customer relationship management (CRM) systems and support tools

Responsibilities:

• Manage, lead, and grow a team of 40+ individual contributors
• Oversee the day-to-day operations of the team to ensure effective and efficient performance
• Working with the PM team during the sprint releases to help enhance the product with long-term solutions for customer/product issues.
• Ensure 100% compliance to support SLAs
• Coach individual contributors to proactively engage clients to support and drive adoption and usage of specific products and features within the Orion solution, ensuring maximum business benefits for the client
• Coach individual contributors to ensure regular account outreach, report generation, and effective client engagement
• Ensure team is meeting expectations and meeting quarterly objectives and commitments
• Interact closely with Product Engineering team to resolve product architectural issues
• Working with stakeholders, including Customer Support team, Customer Success team and senior executive management to address customer/product issues effectively.
• Working cross-functionally with Support, QA, Engineering and PM teams to ensure timely responses and resolutions for customer/product issues.
• Updating tickets in a timely manner.
• Providing regular reports to the management on product performance and customer issues.
• Managing prioritization and trade-offs between customer experience, business impact and product performance.
• Oversee the resolution of customer inquiries, issues, and escalations in a timely and efficient manner, ensuring customer satisfaction and retention.