**Description** **eProductivity Software (ePS)** is a leading global provider of industry-specific business and production software technology for the packaging and print industries. eProductivity’s integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. With several offices worldwide, including in Bangalore, and over thirty-years dedicated to delivering best-in-class technology to the packaging and printing industries, it is our deeply held philosophy that eProductivity Software succeeds when our customers thrive. For more information, visit us at www.epssw.com . **Job Title** : Supervisor, Customer Success **Who we are** : Print ePS, the print operating unit of eProductivity Software (ePS), boasts a 30+ year legacy as the leading global software provider across all segments of the print industry. Our extensive portfolio of cloud-enabled and future-ready software solutions empowers print companies of all sizes, driving profitability, reducing costs, and facilitating successful transformation. **Position:** Print ePS is seeking a proactive and customer-focused individual for the role of Supervisor, Customer Success. As a Customer Success team member, you will play a pivotal role in ensuring seamless post-go-live customer experiences by addressing incremental service requests. Your primary responsibility will be to oversee the entire lifecycle of customer requests, from initial inquiry to successful delivery, within the predefined timeframe. Your role will ensure seamless project execution, enabling our customers to maximize the value of ePS solutions and achieve their business objectives. As a Supervisor, you will ensure the delivery of exceptional service and support to our valued customers by working with various Incremental Services team members and cross functional teams. Reporting directly to the Sr. Manager, Customer Success, you will play a crucial role in driving customer satisfaction, retention, and success of our customers. **As a Supervisor, Customer Success You Will** : + Provide leadership, guidance, and direction to Incremental Services team members, ensuring alignment with organizational goals and objectives. + Collaborate with the Sr. Manager, Customer Success, to develop and implement strategies for enhancing customer engagement, retention, and growth. + Assist in the training, development, and onboarding of new team members, equipping them with the necessary skills and knowledge to excel in their roles. + Monitor team performance and customer interactions, providing feedback, coaching, and support as needed to drive excellence and customer satisfaction. + Serve as an escalation point for complex customer issues, working closely with team members and cross-functional teams to ensure timely resolution and customer advocacy. + Analyse team metrics and performance data to identify trends, opportunities, and areas for improvement, and present strategies to optimize team effectiveness and efficiency to the management team. + Foster a collaborative and supportive team environment, encouraging knowledge sharing, best practice development, and continuous improvement initiatives. + Ensure customers comprehend the value ePS delivers through project alignment with the strategic and operational plans to ensure project delivery and outcomes meet their objectives. + Coordinate the development of project plans, including procuring resource requirements (skills, software, hardware etc.), defining timeframes, scheduling, budgeting, identifying dependencies, and planning for change management. + Review and implement project delivery according to approved plans, objectives, and budgets, while maintaining active communication with key stakeholders. + Provide regular project status reports to stakeholders, detailing progress against milestones, issue and risk management updates, and budget versus actual costs. + Document and communicate any changes to scope through established change management processes. + Conduct Post-Implementation Reviews to identify process improvements for future projects, identify expansion opportunities, and enhance customer satisfaction. + Manage the chargeability of ePS resources deployed and ensure alignment of deliverables with business needs, requirements, and customer expectations. **Job Requirements:** + Minimum of 5 years of combined relevant industry experience and extensive large-scale project management experience. + Minimum of 2 years in a leadership or supervisory capacity. + In-depth knowledge of the printing industry and associated technologies, enabling effective engagement with customers and understanding their needs. + Proven ability to manage customer expectations in alignment with project priorities, ensuring customer satisfaction and project success. + Exceptional interpersonal and communication skills, with the ability to inspire, motivate, and build strong relationships with both team members and customers. + Strong verbal and written communication skills, essential for conveying ideas, facilitating discussions, and providing clear instructions and updates, strong cross-functional working knowledge. + Strong problem-solving and decision-making abilities, with a strategic and analytical mindset. + Ability to effectively manage competing priorities and deadlines in a dynamic and fast-paced environment. **Preferred Requirements** : + E in Computer Science, Information Technology or equivalent. + PMP Certification to showcase expertise in Project management - Agile methodologies and practices. + Excellent SQL knowledge, stored procedures, and scripts with debugging skills. + Excel and PowerPoint skills. + Proficiency in CRM systems and customer success software. + Leadership or management certifications. **_At ePS, we are a global team that solves unique business challenges for our customers worldwide. We believe in and are committed to fostering an inclusive workplace where our rich diversity fuels continuous innovation and success, valuing everyone's expertise and unique perspective. Our commitment to our customers and to an inclusive culture will be evidenced through our actions, outcomes, and the quality of our products and services._** **_ePS – Empowering Packaging and Print_**