Operations & Customer Support (Senior) Manager
Job Description
Title: Operations & Customer Support (Senior) Manager
Company Name: A Well-Reputed Software Development Company
Vacancy: Not specific
Job Location: Anywhere in Bangladesh
Employment Status: Full-time
Educational Requirements:
∎ Graduation / Masters in CSE/Business/Commerce/Marketing/ Finance/Accounting OR, combination of Science (SSC+HSC) + Commerce (Graduation + Masters') only.
Experience Requirements:
∎ At least 7 year(s)
Job Context:
∎ We are a leading & well-reputed software development company working more than a decade in Credit & Savings Management application development, Accounting & Inventory Management software etc. Our clients are spreaded all over the country. There is demand of our existing software product; and potential demand of few more complementary products is also huge in the country. We are constantly upgrading our existing software application to make it more user-friendly and are also exploring to increase more products & services in our portfolio of businesses.
∎ It is a focal position where an incumbent will work with clients, software development team, junior staffs under your supervision, peer group people and Top Management. You need to be proactive and self-motivated to get things done without having much supervision.
∎ It is a Mid-level position within the operations division, which will require peoples` management skill (including verbal & written communication skill, leadership skill etc.), technical knowledge on how a software firm works, basic understanding of software development process, gross understanding on database management system, software languages, web development tools & tips, basic ideas on webpage development technology etc.
∎ You will also require to monitor & evaluate existing online and social media presence of the company & its existing products and find ways to improve promotional efforts, market presence & marketing. You are expected to have skill to write contents on products & services of the company for web, Facebook & other social media pages, produce creative contents including banners, festoon, promotional videos etc.
Job Responsibilities:
∎ You will be required to quickly learn day-to-day operational tools, practices & technical features of existing product & service, and implement existing tools & procedure to continue running existing operations.
∎ You will be assigned with a portfolio of existing and potential clients to deal with their day-to-day operational issues, receive their phone calls and provide solution after having discussion with the Software team.
∎ Take responsibility for the establishment and development of customer relationship, customer resource management.
∎ Take responsibility for monitoring and managing key software development project by liaison with software development team, operations team and Top Management.
∎ Be responsible for expanding and maintaining medium and long-term partnerships with local customers, ensuring the achievement of goals, exploring and cultivating new customer groups and new product opportunities.
∎ Establish and optimize sales organization and sales team, clarify responsibilities and promote implementation.
∎ Time to time, there are issues and bugs in the software system which need to be explored and resolved by the Software Team. In order to fix bugs you have to have clear understanding of the business logics and operational procedure of the existing software system. You will guide product team or software team about the issues and ensure the issues were resolved before making it live for the client.
∎ Client will call your phone number when they face an issue with the software application - you need to answer to his queries modestly and get a solution (fix issue) within promised deadline by engaging the software & operations team members.
∎ After getting a new product or feature development requirement from the client, you will be required to design the outline, process-flow, flow-chart etc. and discuss the same with the Software Development Team & Top Management to develop & implement the requirement in the application.
∎ Upgrade, develop, introduce new tools & system to improve internal processes, administration, follow-up, performance appraisal to increase qualitative & quantitative improvement within the organization.
∎ Make online & offline presentation to boost sales to the potential new clients. Time to time, you will provide training on various topics related to software system to the clients. You will visit clients' office, meet Top management & field level staffs to discuss issues, being faced by them and get those issues resolved by Software Team and other members of the Operations Team within limited deadline.
∎ Explore and monitor other competitive products, services and vendors and suggest & implement ways of improvement in the existing product.
∎ To lead and manage the team to ensure best output at all time.
∎ Bring sustainable efficiency improvement by identifying the bottlenecks and ensuring elimination of it.
∎ Actively explore to introduce new & innovative complementary products to increase portfolio of business.
∎ Take lead to find loopholes in the existing product, process and actively engage with your teammates to complete the job within limited timeline.
∎ Identify and report new and changing customer requirement on products and services.
∎ Provide KPI progress information on a weekly basis.
Additional Requirements:
∎ At least 07 (seven) years' of relevant work experience.
∎ Skills required: Creative Thinking, Quick Problem Solving, Strong Analytical ability, Strong Negotiation skills.
∎ Working Experience with a software development company and having experience of actively developing financial or accounting related software.
∎ Ability to meet challenging deadlines and work in a fast-paced environment.
∎ Excellent Peoples' Management skills including interpersonal, communication and convincing skill.
∎ Sound Accounting knowledge, as we are working with accounting based software.
∎ Working experience with Graphics Designing Tools like Adobe Photoshop, Illustrator, Video Editing, Social Media Tools, YouTube video editing will be given preference.
∎ Proficient in MS Word, Excel, Email, Power Point and social media tools.
∎ Content writing skill especially in English & Bangla will be an added advantage.
∎ Must be Enthusiastic, Pro-active, Punctual, Honest and Hard-working.
Salary: Negotiable
Compensation & Other Benefits:
∎ Yearly two (02) festival bonuses.
∎ Performance based yearly salary revision and profit sharing.
∎ Activity based numerous operational & sales Incentives
∎ Profit Sharing
∎ Daily refreshment facility and lunch benefits.
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 15 Feb 2023
Company Information:
∎ 21 Jan 2023
∎ A Well-Reputed Software Development Company
Category: IT/Telecommunication
: Please send your Application along with CV mentioning the position applied for in the subject line to '[email protected]'.
Source: bdjobs.com
Deadline Expired on 15th Feb 2023
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