Customer Success Manager

The Opportunity

Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We collaborate with education organizations to develop strategies and implement solutions that enable the transformative change our clients need to own their future. Together, we empower clients to drive innovation, create sustainable funding streams and deliver better student outcomes.
Today, leaders of higher education institutions and academic medical centers are spending too much time reacting to market forces, rather than focusing on the essential priorities that help students, faculty and staff thrive. The most productive path forward requires an intentional approach and innovative thinking, whereby stakeholders across the entire institution rally around a shared vision and embrace the hard work of effecting change.
You’ll help our clients to achieve organizational effectiveness, improve student outcomes, implement new technologies and align resources and investments to ensure long-term sustainability.
Join our team as the expert you are now and create your future.

Position SummaryLead & manage a team of Functional Subject Matter Experts and Software Engineers supporting research software utilized by research hospitals and universities both in the client’s network as well as infrastructure managed by Huron Consulting Group. . As a manager of our team in India, will be responsible for daily operations oversight managing, training and supporting two teams; will strategically plans and goals for training and onboarding of new hires; and measure and respond to quality of services delivered on team goals. Thereafter, will have accountability for the continuing education and quality output of the team.
This position will need to work closely with other managers and Team Leads to deliver excellent customer service to our client portfolio. The ideal candidate will be data analysis oriented, ambitious, organized, a great communicator both written and oral, and has experience in executing projects to completion.Qualifications

DUTIES AND RESPONSIBILITIES: 

• Hire and manage the team in India that can support US daytime work hours
• Night Shift requirement (5:30pm IST
• Works closely with Subject Matter Experts and Trainers to help set training curriculum for team members to rapidly accelerate their learning and development operations of Huron’s research software systems and measurements of progress for members of the team
• Establishes a methodology for monitoring the progress and efficacy of the team
• Conducts weekly check-ins with the Director of the SaaS Team and CSMs
• Makes quarterly presentation on the status of the India team to executive leadership with the Director of the SaaS Team
• Help support and progress the career paths of those on the team
• Coach all the leads on the team and emphasis on the growth of the team members as per their aspirations

 Required Qualifications:

• 10+ years industry experience in implementation of business applications, business process automation or workflow, web-based or SaaS-related applications
• L2-L3 support experience is recommended
• Minimum 5 years’ experience managing teams
• Experience forming and developing teams that work with other teams outside of India, working in a matrixed organization
• Strong in people management, Matrices and KPI.
• Advance analytical and presentation Skills.
• Bachelor’s Degree in computer science or similar degree and technical competency in hands-on application development including experience in web site or application configuration, programming, and database technologies is recommended.
• Excellent mentoring, leadership, time management and project management skills.
• Ability to work 6 hours in the US Pacific time zone of 8am-2pm PST.
• Experience in research administration information technology experience a plus
• Exceptional analytical (qualitative and quantitative), communication, and presentation skills
• Experience with troubleshooting and diagnosis of complex issues in integrated systems.
• Excellent problem solving, teamwork, client management, and communications skills
• Exceptional leadership, project management, and teamwork skills including time management skills and the ability to motivate and keep teams on task
• Strong organization and teamwork capabilities, committed to developing themselves and their teammates
• Comfortable and skilled in adapting to a constantly changing environment
• Communicate appropriately up and down the management chain

Posting CategoryEducationOpportunity TypeRegularCountryIndia