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Recognized SaaS employer, metro Bengaluru location, and a visible senior TPM role create high applicant competition.
Requires managed services, contact-center, and enterprise SaaS experience, making background transferability limited across industries.
Explicit 10–12 years requirement plus managed-services, enterprise SaaS, and escalation expertise enforces strict filtering.
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Own and evolve managed services delivery model for enterprise customers focusing on scalability, governance, KPIs, SLAs, and continuous improvement.
Lead strategic escalation management and relationship with large enterprise customers having significant ARR, ensuring executive-level engagement and proactive communication.
Act as Directly Responsible Individual (DRI) for complex cross-functional service delivery programs coordinating multiple teams globally with risk management and status reporting.
10-12+ years of experience in enterprise SaaS environments involving Managed Services, Customer Success, Support, or Technical Program Management.
Proven record managing high-value enterprise accounts with significant ARR exposure.
Experience leading global, cross-functional teams in managed services or customer operations environments.
Strong understanding of customer service digital and voice ecosystems, with a background in customer service automation and operational transformation.
Experienced in handling high-pressure situations, influencing without authority, and managing critical escalations or large-scale SaaS service delivery programs.
Data-driven with a focus on operational excellence, measurable outcomes, and executive communication.
Technically fluent with knowledge of service management and workflow tools (e.g., Jira, ServiceNow), contact center technologies (CCaaS), AI/automation, and customer engagement platforms.