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Strategic Support Manager

Kuala Lumpur

Position Summary


Provides escalation and crisis problem management for all assigned customers.  Keeps Global Support, executive management and other parties including field sales, PS management and Customer management, advised and informed regarding business issue status and outlook while driving resolution and smooth transi­tion to stability in the customer environment.


Builds and maintains field sales relationships and advocates customer business needs into Global Support and Support perspectives back out to the field and to customers. This responsibility is intended to manage high impact and high visibility services issues through to resolution by facilitating all needed resources across boundaries in order to provide a service solution.


Essential Job Functions


Escalation Management

  • Individual takes charge of an escalation or crisis situation, based on the need for senior-level escalation management, invoked automatically or by escalation procedures initiated by customer technicians or executives, senior management, field sales management or Support management or technicians. Takes charge of the situation (from a local perspective) and directs the necessary resources to affect a resolution.
  • Coaches and counsels Support team and other Software AG resources regarding customer relations-related communication, negotiation and management of escalated and crisis issues.
  • Facilitates all needed resources across regions and organizational boundaries and other vendors as needed, in order to provide a service solution.  Keeps all parties within Software AG apprised of status, outlook and resolution plan regarding service solution.
  • Works together as a team with all Global Support resources, especially Technical Services Manager, R&D engineers, leads, etc. to jointly agree on priorities and resource allocation to achieve an appropriate balance between escalation management and overall workload management.
  • Monitors threshold time flags for sensitive accounts to ensure proper focus and priority is placed on the situation.  Assesses whether customer-initiated priority is in line with the situation or has changed since initial report of the issue.
  • Advocates customer perspectives in, and maintains intimate knowledge of, Global Support structures and processes to effectively process and coordinate Global Support activity. Maintains knowledge of R&D backup structures to invoke and/or coordinate as required by the situations.
  • Alerts field sales in the event of unusual issues or problems which warrant special attention.
  • Cultivates growth of the customer relationship in order to promote referencability and additional product and services sales.
  • Represents Global Support with presentations at, and discussion with, regional sales and customer meetings.
  • Drives Global Support process improvements by leading and contributing to specific projects aimed at improving overall quality of service.


Processes and Best Practices


  • Collaborate with GS Operations, Global Support Delivery and Product Development teams to continuously improve the quality of products and delivery of support services.
  • Champion customer satisfaction programs and maintain a high level of customer satisfaction.
  • Cultivate ongoing, systematic communication and positive working relationships with field sales and PS management in order to ensure seamless interaction for customers between sales and support functions and organizations.   Provide ongoing education of GS processes and changes to same set of constituents.
  • Represent Global Support with presentations and discussions for regional sales and customer meetings, as well as sharing best practices at support industry trades groups including symposiums, seminars, and industry conferences.
  • Develop and drive processes that generate and forward leads from GS to the appropriate disciplines within Software AG
  • Drive Global Support process improvements by analyzing and communicating information and trends with data emerging from escalation management, customer feedback and customer interactions.
  • Advocate customer perspectives in and maintain knowledge of Global Support structures and processes. Maintain knowledge of all R&D support structures to invoke and/or coordinate as required by the situations.  Exert influence on implementation of processes related to efficient and effective use of R&D resources.
  • Regular involvement and awareness of support industry trends, including recommending changes to GS based on industry best practices.
  • Lead and contribute to process and organization improvement projects to result in increased customer and employee satisfaction, and business efficiency.




















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