Functional Support Manager

As a Functional Support Manager at SCLEN.ai, your role involves defining and implementing customer support strategies to enhance satisfaction and retention across platforms like SAP and Analytics. Your key responsibilities include: - Leading the execution of customer support strategies aligned with organizational goals - Improving service delivery and resolution timelines - Serving as the primary contact for key clients, managing their expectations, and advocating for their needs within the organization - Tracking and enhancing customer satisfaction and NPS scores - Managing the customer support team, fostering a collaborative culture, and ensuring resource allocation for project demands - Monitoring key performance indicators and metrics for self and team performance - Identifying areas for process improvement and implementing best practices - Preparing and presenting comprehensive reports to senior leadership on customer support performance - Participating in regular training programs to enhance self and team members" skills - Demonstrating in-depth customer support expertise, team leadership, communication skills, and adaptability in fast-paced environments Additionally, you will need to have a Bachelor's degree in Business Administration, Commerce, or a related field with Supply chain specialization, while a Master's degree is preferred. You should have at least 6 years of experience in customer support or related roles. If you are interested in this position, please send your CV to kavan.bm@caliperbusiness.com with the subject "Applying for the post of Functional Support Manager." Please note that this is a full-time, permanent position with benefits including health insurance and Provident Fund. The work location is in person at Haldia, Kolkata, West Bengal. Looking forward to receiving your application.,