Job
Description
You will be the single point of contact for our customers and the Brand Ambassadors of Manhattan Associates, responsible for ensuring continued Customer Success. Your role will involve providing support on market-leading supply chain solutions offered by Manhattan Associates to help customers achieve their business goals. Additionally, you will be responsible for providing new design solutions for customer-specific business requirements such as enhancements and new functionality implementations. Your support activities will include working with customers on application issues, troubleshooting, providing feasible workarounds, and conducting conclusive root cause analysis. You will also contribute towards building and improving the customer flow and domain/business knowledge base. Collaborating with the technical team, you will assist in developing new design solutions and permanent fixes for application issues. As part of your responsibilities, you will be involved in testing, including regression test scenarios to validate critical customer workflows, ensuring all aspects of the implementation are working as expected. You will also be accountable for the successful delivery and deployment of solutions in customer production, including post-deployment support. In cases of production outages or peak season support, you will be required to provide immediate workarounds on critical incidents within the prescribed SLA to minimize business impact. Your role will demand quick thinking, analytical skills, and problem-solving abilities to provide faster solutions to customer business problems and help increase the ROI. You should be capable of independently supporting small or medium complexity customers and may need to augment the customer's level 2 support team as part of the Manhattan Premier Support program. Furthermore, you should be adept at working across various products/versions offered by Manhattan Associates in the same segment as per the need. Minimum Requirements: - Experience Range: 2+ years - Bachelors or foreign equivalent degree in engineering, science, or a related technical field - Limited experience in supporting or implementing any supply chain packaged application software such as Warehouse Management - Limited exposure to Cloud Software troubleshooting methods, including tools like Postman, Kibana, Grafana, etc. - Limited experience with database troubleshooting using Oracle SQL or exposure to any related relational database - Limited exposure to UNIX/LINUX and basic command knowledge - Strong analytical and problem-solving skills - Excellent interpersonal and communication (written and oral) skills Diversity and Inclusion: At Manhattan, we are committed to diversity and inclusion. We believe that our team members" backgrounds, experiences, and perspectives add to us as a whole and make us unique. You will be welcomed to a supportive environment that values cultural celebrations, interest groups, and volunteer opportunities, where your true self is always appreciated.,
