Head (global) After Implementation Support Job in Ramco Systems

Job Title: Head (Global) After Implementation Support

Location: Chennai, India

Experience: 20 25 Years

Qualification: Engineering Degree or Equivalent

Role Overview:

We are looking for an accomplished leader to head our Global After Implementation Support function. This critical role demands extensive experience in managing large-scale customer support operations for complex software products, preferably within HR or SaaS domains. The successful candidate will be responsible for delivering exceptional support services to a global customer base, driving operational excellence, and fostering continuous improvement in customer experience.

Key Responsibilities:

• Lead and manage a large global support organization, including L2 and L3 teams, servicing over 250 customers worldwide.
• Oversee multiple teams:
  • Product Team: Responsible for product design, architecture, engineering, and strategic vision.
  • Implementation Team: Works closely with clients during installation, training, and the entire implementation lifecycle.
  • Global Support Team: Handles customer queries, bug fixes, and change requests post-implementation.
  • Managed Services (HRP Product Line): Operates payroll and other HR services for clients, comprising approximately 700 employees.
• Ensure timely resolution of issues in line with agreed Service Level Agreements (SLAs).
• Review and prioritize change requests, escalations, service requests, and monitor overall customer satisfaction.
• Establish and enforce global standards for operations, including ticket management, status reporting, customer communities, and issue deflection mechanisms.
• Act as the Voice of the Customer by identifying and driving necessary changes to product features and internal processes that enhance customer experience and operational efficiency.
• Forecast demand and build a high-performing team through recruitment, development, and retention of talent.
• Lead initiatives to improve product technical stability, proactively managing recurring issues and enhancing overall product reliability and performance.
• Optimize operational profitability, ensuring efficient resource utilization while maintaining sold margins.
• Collaborate closely with product development and implementation teams to ensure a seamless and consistent customer journey.
• Maintain compliance with ITIL best practices and adhere to stringent data security protocols.

Qualifications & Experience:

• 20 to 25 years of professional experience, including at least 10 years in senior leadership roles managing customer support or after-sales service functions.
• Minimum 15 years in customer-facing roles with extensive experience in customer support for complex software products.
• Strong background in HR products or SaaS environments supporting high-volume case loads is highly preferred.
• Proven track record in managing and scaling large teams (100+ members).
• Exceptional communication, leadership, and stakeholder management skills.
• Ability to lead cross-functional teams across multiple geographies and cultures.

Ideal Candidate Attributes:

• Strategic thinker with a customer-first mindset.
• Strong operational focus with a hands-on approach to problem-solving.
• Experienced in driving organizational change and process improvements.
• Skilled at balancing customer satisfaction with business objectives.
• Adept at forecasting demand and managing resources efficiently.