Cognyte Looking for SIS – Manager Customer & Technical Support at Mumbai, Maharashtra Full Time

Manager, Customer and Technical Support

Cognyte is a global leader in investigative analytics software that empowers governments and enterprises with Actionable Intelligence for a Safer WorldTM. Our open analytics software is designed to help governments and enterprises accelerate and improve the effectiveness of investigations by fusing, analyzing, and visualizing disparate data sets at scale to help organizations find the needles in the haystacks. Over 1,000 government and enterprise customers in more than 100 countries rely on Cognyte’s solutions to accelerate and conduct investigations and derive insights, with which they identify, neutralize, and tackle threats to national security, personal safety, business continuity, and cyber security.

The Manager of Customer and Technical Support manages the customer support department’s day-to-day functions for the Americas and CALA regions. This position is responsible for ensuring SIS customers receive outstanding support and all their needs are met. This will involve providing input on customer support policies and procedures for staff to adhere to, assisting with staffing and training, and taking the lead on key customer communications.

Principal Duties and Essential Responsibilities:

• Establish Customer Support Practices to ensure SIS customers receive consistent, world-class support no matter where in the world the Customer is.
• Coach, train and guide the technical support engineering team members in the region to drive Support excellence.
• Serve as the role model to establish and build relationships with Customers, partners and SIS team members by serving as the escalation point liaison for support related activities and technical escalations.
• Manage and track Support and performance KPIs as defined by the Director of Global Solution Support to track team performance. Help with reviews to evaluate trends, identify recurring issues and maintain a continuous improvement plan for the support team.
• Help develop a world-class support organization that will utilize 24×7 follow-the-sun support program with other Regional Managers for customers around the world.
• Audit and approve travel requests and expense reports per Verint guidelines. Ensures assigned staff complies with Cognyte travel and expense policy mandates.
• Conduct annual and mid-year reviews for assigned staff and institutes development objectives.
• Host weekly team meetings with assigned staff to ensure critical support issues are managed and that capacity and load for the team are in alignment.
• Continue developing industry knowledge by following technology trends through self-study/formal training and share the knowledge with team members, internal colleagues, and external audiences when appropriate.

Minimum Requirements:
3-5 years of experience in Customer Support or Technical Support Management with extensive customer relationship management and proven success working within a global organization and supporting customers across the world.

5+ years of experience interfacing with R&D, engineering product management, and sales organizations.

Proven ability to gain cooperation of others, proven leadership skills, and the ability to work across multiple cultures and backgrounds both within our organization and with our partners and customers.

Strong communication skills, both written and verbal, in English

Aligns tactical priorities with the strategic priorities of Cognyte.

Ability to work under pressure with various levels and functions within Cognyte and the customer’s organization. Communicate complex support strategy in a clear, concise manner to senior management.

Proven ability to manage multiple tasks with shifting priorities and timeframes.

Ability to work independently and adapt to rapid change.

Strong negotiation, analytical, and organizational skills.

Highly motivated individual driven to keep pace in a fast moving and dynamic environment.

Ability to interface with multiple levels within the organization.

Demonstrate a high level of integrity in all business dealings.

Exceptional organizational, technical, and customer facing skills.

Up to 20% travel may be required.

Why Cognyte is your perfect match

We’re a values-driven business with a strong passion for innovation that makes a meaningful impact on the world around us.

Our purpose is crystal clear: we deliver Actionable Intelligence in the service of a safer world. This purpose lives in all of our people and guides us in everything we do.

We are calling out to the world’s curious minds, who are looking to break new ground and bring innovative ideas to life.

So, if this is you, then we’re the match for you. And you’ll love it here because:

• We empower our people to explore, learn, and grow
• We develop cutting edge technology that makes this world a safer place
• Our teams are small, agile, and collaborative
• We have a global presence that spans every continent (excluding Antarctica), with development centers in Israel and around the world
• We provide many and varied opportunities for individual exploration and career development
• We have a vibrant culture where you can fulfill your bold ambitions
• We encourage creativity and personal expression

We believe that diverse teams drive the greatness of ideas, products, and companies. Whatever your race, gender, age, creed, or taste in music – if you’ve got the drive, commitment, and dedication to be the best, do your best, and work with the best, then join us. We’re waiting for you.

We can work remotely for almost all roles and countries and make every effort to make the work-from-home experience comfortable and productive for employees. And whether you’re working from home or in an office, your health and wellbeing are always our top priority.

Curious? Apply now.

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