Manager, DXP Support- (Application Support) (Pune or Delhi/NCR Remote Role)

The Manager DXP Support role at Acquia involves overseeing a team of technical support engineers, ensuring timely resolution of customer issues, and implementing process improvements to enhance customer satisfaction. This role is crucial in maintaining a high-performance team within a Remote India setup.

To succeed as a Manager DXP Support at Acquia, candidates should have a Bachelor’s degree in Computer Science or a related field and at least 8-11 years of experience in technical support, including a minimum of 2 years in a managerial role.

Core responsibilities for the Manager DXP Support at Acquia include managing team performance, overseeing customer support interactions, implementing training and development programs, and preparing performance reports for senior management, all while ensuring high levels of customer satisfaction.

Acquia offers a vibrant work culture focused on growth, collaboration, and a commitment to work/life balance. Employees benefit from competitive healthcare coverage, wellness programs, and a liberal vacation policy, making it an ideal workplace for the Manager DXP Support position.

Essential skills for the Manager DXP Support role at Acquia include strong leadership capabilities, excellent communication skills, technical troubleshooting expertise, and the ability to develop a high-performing team while maintaining a customer-centric approach.

In the Manager DXP Support role at Acquia, you will work with support ticketing systems, CRM software, and various tools to track team performance metrics and manage customer interactions effectively.

Acquia promotes continuous learning and professional development for the Manager DXP Support position, providing opportunities to enhance technical skills and leadership abilities through structured training sessions and collaboration with cross-functional teams.

When approaching team leadership for the Manager DXP Support role at Acquia, I focus on mentoring and empowering my team members by fostering an environment of open communication and continuous learning. I set clear expectations and provide the resources necessary for them to thrive.

In past roles, I've managed complex customer issues by first listening carefully to their concerns, then conducting thorough investigations, and finally collaborating with cross-functional teams to implement solutions. This approach not only resolved the issue but also helped build trust with the customer.

Key metrics for measuring support team performance include first response time, average resolution time, customer satisfaction scores, and ticket volume. Tracking these metrics helps to identify areas for improvement and ensures the team meets its goals.

To implement a process improvement in the DXP Support team, I would first gather feedback from team members on existing processes, analyze performance data, and identify bottlenecks. Then, I would develop and communicate a plan for changes, ensuring that everyone is on board with the new procedures.

I have extensive experience working with SaaS products and cloud technologies, where I focused on supporting customers in utilizing these services effectively. This knowledge not only helps me troubleshoot issues but also allows me to provide customers with insights to improve their experience.

Handling escalated customer issues involves a calm, strategic approach. I would first listen to the full breadth of the issue, ensure the customer feels heard, then partner with relevant departments to develop a resolution plan while keeping the customer informed throughout the process.

For training strategies, I propose a combination of hands-on workshops, e-learning modules, and peer shadowing. This varied approach caters to different learning styles and ensures the team stays updated on product knowledge and best practices.

To foster high morale within the team, I prioritize recognition of achievements, encourage team-building activities, and maintain transparency in goals and expectations. Providing opportunities for professional development also keeps the team motivated and engaged.

I stay updated with the latest developments in DXP and SaaS by following industry blogs, participating in webinars, attending conferences, and being part of relevant online communities. This continuous learning helps me better support my team and our customers.

In a previous role, I improved customer satisfaction by initiating a feedback loop, where we regularly surveyed our customers and made data-driven adjustments to our support processes based on their responses. This proactive approach resulted in tangible improvements in customer ratings.