Program Manager - Customer Success jobs in Bangalore at Esper

Esper is an inventive startup, and the industry’s first DevOps platform designed to provide a simple, safe and secure way for engineering and DevOps teams to release applications and manage smart Android devices in production.
At Esper we believe that customers get the most out of their Android fleet when they can focus more on their business-critical applications and their key workflows--as opposed to spending dollars to create and maintain systems to deploy and maintain applications.
We believe tailoring, and regularly updating Android devices to meet the purpose set by the customer brings about an unprecedented level of security to the fleet along with lighting up superior and delightful experiences.
Using Esper, customers can control the quality of their deployments, and automatically roll back failed ones, saving time and reducing the need for managing devices individually with manual oversight.
Esper allows its customers to control every aspect of their device-fleet and go as far as real-time debugging of applications on a remote device when required.
Come join us in our Device Engineering team to disrupt this field!

Responsibilities

Be the first point of contact for customer issues, working with Customer and Engineering teams through the lifecycle of an issue.
Provide accurate status information to stakeholders.
Manage and appropriately escalate issues requiring attention.Engage Customer Success team and technical support engineers for issue resolution.
Manage scope and deliverables for Customer Success team and technical support engineers.
Work closely with the Customer Success and Engineering PM teams on prioritization of issues and resolution.
Establish and maintain SLA for various customer tiers.
Keep the customer ticket management system up-to-date.
Ability to understand the entire system and customer scenarios for an initial analysis of the issue.
Ability to handle conflicts and provide amicable resolution strategy.

Requirements

3-5 years of program management experience.
Knowledge of JIRA for project and issue management.
Strong understanding of Software Development LifeCycle
Excellent communication and collaboration skills.
Strong understanding of program management concepts.

What we think makes us special

Bet on by leading VC firms including Madrona Venture Partners. Intense ownership, and therefore accountability. Flexible vacation time. Competent co-workers. We only hire capable veterans so we avoid the drama and trust in each other’s work. A worldwide footprint mixing different cultures for a unique experience. A team that really enjoys what we do and enjoys your input. We don’t hire just to fill a spot, we want you to make an impact. Fun company and team outings because we play just as hard as we work.