Manager

Responsibilities:

• Manage one full region or multiple customers within a region, owning end-to-end communication and status reporting to leadership and customers.
• Develop proficiency in managing your portfolio, including estimates, asset projection, unit metrics, tracking Contracted Annual Recurring Revenue (CARR), asset transfers, and managing cloud costs for owned projects.
• Provide valuable data insights to customers, identify early warning signs for issues, and manage escalations effectively.
• Collaborate with Customer Success stakeholders, manage escalations, plan transition efforts, and initiate hiring processes.
• Propose and implement new processes and improvements to benefit your region and the overall Sustenance Engineering Team.
• Drive initiatives to support Senior Managers and Associate Directors in achieving target Profit Gross Margin and desired Customer Satisfaction (CSAT) scores for the allocated portfolio.
• Prioritize work effectively amidst changing timelines, goals, incomplete information, and direction.
• Understand the big picture and cascade objectives to the team, managing internal and external stakeholders.
• Own team performance end-to-end, including mentoring, grooming, assessing, and providing balanced feedback on strengths and development areas.
• Regularly discuss performance and track Individual Development Plans (IDP) on Lattice.
• Act as a backup Sustenance Engineering Manager (SEM) for another region.

Required Skills:

• Experience with Advanced SQL & Unix.
• Strong experience with ETL & Python support.
• Hands-on knowledge of Analytics Tools (Power BI or Tableau).
• Good understanding of the Healthcare industry.
• Fundamental ITIL Expertise.
• Familiarity with Support Processes (SLAs, OLAs, Product or application support).
• Proficiency in Project and Program Management.
• Skills in Escalation & Team Management.
• A strong problem-solving mindset.
• Excellent written and verbal communication skills.
• An ambitious individual capable of thriving in a flexible startup environment focused on execution.

What We Offer:

• Generous Leave Benefits: Up to 40 days of leave.
• Parental Leave: Industry-leading parental leave policies.
• Sabbatical Leave Policy: Opportunities for skill development, academic pursuits, or breaks.
• Health Insurance: Comprehensive health benefits and insurance for you and your family.
• Pet-Friendly Office: Welcome your furry companions to the Noida office.
• Creche Facility for children: Convenient and reliable childcare services at our India offices.