Functional Support Manager

As a Functional Support Manager at SCLEN.ai, your role is crucial in ensuring customer satisfaction and retention through effective customer support strategies. Here is a breakdown of your key responsibilities: - **Execution Leadership:** - Define and implement customer support strategies aligned with organizational goals. - Improve service delivery and resolution timelines. - Ensure support activities contribute to broader business objectives. - **Client Engagement:** - Act as the primary contact for key clients, addressing their challenges and ensuring successful solution delivery. - Advocate for customer needs within the organization and drive product/service improvements based on feedback. - Monitor and enhance CSAT and NPS scores, improve service levels, and build a knowledge base for common ticketing requests. - **Team Collaboration & Management:** - Lead, mentor, and manage the customer support team to foster a collaborative culture. - Allocate resources efficiently and develop backup plans for seamless support continuity. - Implement rewards and recognition programs to boost employee performance. - **Performance Metrics:** - Monitor KPIs and metrics to assess team performance, customer satisfaction, and operational efficiency. - Ensure adherence to timelines and service level agreements with customers. - Drive strategies to continuously improve CSAT and NPS scores. - **Process Improvement & Technology Adoption:** - Identify areas for process improvement and implement best practices. - Utilize technology tools to meet team and customer needs effectively. - Stay updated on emerging technology tools for enhanced support. - **Cross-Functional Collaboration & Reporting:** - Prepare comprehensive reports on customer support performance for senior leadership. - Collaborate with cross-functional teams to resolve escalations and process gaps. - Provide regular updates and metrics to management. - **Training & Development:** - Participate in training programs to enhance skills for exceptional support delivery. - Drive initiatives for knowledge sharing and reduction of ticket volumes. - Oversee the creation and improvement of user manuals and SOPs for customers. In addition to the responsibilities outlined above, you will need to have: - In-depth customer support expertise, including CRM software and ticketing systems. - Proven track record in enhancing customer satisfaction and team performance. - Strong leadership, communication, interpersonal, analytical, and problem-solving skills. - Proficiency in MS Office Suite for data analysis and visualization. - Adaptability in fast-paced environments and high ethical standards. - Autonomous work capability and supply chain knowledge with SaaS experience. If you are looking to join a dynamic team and contribute to the success of SCLEN.ai, please send your CV to kavan.bm@caliperbusiness.com with the subject "Applying for the post of Functional Support Manager".,