Customer Support Manager

JOB DESCRIPTION:
The candidate will be assigned as a manager to a project under Maintenance Agreement.
? Will be the main point person for any client concerns in the project
? Manage the delivery / time line of the fixes.
? Maintains / Builds good relationship with client
? Pro-actively provides status report to client and to SXI management
? Acts as a go-to expert for escalated clients calls and keep abreast with product and process
updates and / or changes that affect customer service
? Is accountable for the team's day-to-day activities and the achievement of established service
promises at the individual and at the team level
? Will establish & document the operational process for the Customer Support.