Title:  Director - Platform & Customer Support

We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that’s bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com

Looking to jump-start your career? 

We understand how important the first few years of your career are, which create the foundation of your entire professional journey. At Indegene, we promise you a differentiated career experience. You will not only work at the exciting intersection of healthcare and technology but also will be mentored by some of the most brilliant minds in the industry. We are offering a global fast-track career where you can grow along with Indegene’s high-speed growth.

We are purpose-driven.  We enable healthcare organizations to be future ready and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work.

If this excites you, then apply below.

Role: Sr. Manager / Director – Platform & Customer Support

Description:  We are seeking a dynamic and visionary Sr. Manager/Director of Platform & Customer Support, dedicated to delivering exceptional customer experiences and driving operational innovation. The ideal candidate will strategically lead and scale global support teams, deploy sophisticated support frameworks, and enhance client relationships by proactively managing and resolving customer inquiries, platform incidents, and escalations. This leadership role requires a forward-thinking professional who seamlessly combines customer-focused service management with modern technological solutions, including Generative AI, to deliver unmatched operational excellence.

Responsibilities:
•    Strategic Client Engagement & Revenue Growth:
Partner closely with Sales, Product, and Delivery teams to strategically position and articulate compelling support solutions in client interactions, RFP/RFI submissions, fostering revenue growth and expanding business opportunities.
•    Support Strategy & Operational Optimization:
Develop and execute robust global support strategies, establishing scalable workflows, comprehensive governance frameworks, and clearly defined SLAs and KPIs that drive continuous improvement and operational excellence.
•    Global Team Leadership & Capability Building:
Lead, mentor, and strategically scale diverse global support teams, fostering a culture of collaboration, innovation, and high performance, while continuously enhancing team capabilities and aligning with business roadmaps.
•    Advanced Knowledge Management:
Design, implement, and optimize extensive Standard Operating Procedures (SOPs), runbooks, and scalable knowledge management systems that ensure consistent, high-quality support services.
•    Incident & Escalation Management Excellence:
Serve as a Subject Matter Expert (SME) for platform-related incidents, applying rigorous ITIL-aligned incident management and escalation frameworks to ensure efficient issue resolution and minimize downtime.
•    Automation & Generative AI Integration:
Champion automation initiatives and integrate Generative AI-driven solutions (e.g., Workato, MuleSoft) to elevate operational efficiency, reduce MTTR, and deliver highly personalized and proactive user support experiences.
•    Training & Certification Programs:
Strategically design and oversee comprehensive training and certification initiatives aimed at enhancing skillsets, maintaining team proficiency, and aligning competencies with evolving organizational requirements.
•    Enterprise Tool & Platform Enablement:
Oversee the effective operation and integration of core enterprise platforms such as Salesforce, Veeva, Adobe Experience Manager (AEM), Marketo, Tealium, and OneTrust, ensuring seamless operational coherence across CRM, CMS, DAMS, MAP, CDP, and Consent Management Systems.
•    Compliance & Regulatory Excellence:
Ensure rigorous adherence to critical industry standards and regulatory frameworks, including GxP, 21 CFR Part 11, and ISO standards, expertly managing audits and compliance requirements.
•    Strategic Analytical Reporting:
Monitor, analyze, and leverage critical performance metrics (Customer Satisfaction, MTTR, escalation rates) to drive data-informed decisions, continuously optimize operational strategies, and contribute meaningfully to organizational growth.

Desired Profile:
•    Bachelor’s degree required; MBA or advanced degree strongly preferred. 
•    10+ years’ experience in customer/platform support roles with at least 5 years in senior leadership positions.
•    Demonstrated experience successfully scaling, managing, and leading global support teams. 
•    Deep expertise in enterprise platforms (CRM, CMS, DAMS, MAP, CDP, Consent Management) with hands-on experience with Salesforce, Veeva, AEM, Marketo, Tealium, and OneTrust. 
•    Comprehensive knowledge of ITIL service management, practical experience with ServiceNow and JIRA. 
•    Proven ability to design scalable support frameworks, SLAs, and drive operational improvements. 
•    Proficiency in automation tools and Generative AI-driven platforms (e.g., Workato, MuleSoft). 
•    Strong familiarity with regulatory requirements including GxP, 21 CFR Part 11, and audit management. 
•    Exceptional analytical skills, adept at interpreting support data for strategic business decisions. 
•    Outstanding client engagement and interpersonal skills, capable of effectively managing strategic client relationships and driving commercial success. •
•    Preferred certifications: Salesforce Admin, Veeva certifications, ITIL or equivalent platform credentials.

Professional Skills:

•    Strategic Client Engagement | Global Team Leadership | Platform & Process Optimization | Incident & Escalation Management | Automation & Generative AI Innovation | Regulatory & Compliance Excellence | Analytical & Strategic Reporting | Revenue & Business Growth | Capability & Roadmap Development | Solution Anchoring

EQUAL OPPORTUNITY
Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate’s merit and qualification.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.