Functional Support Manager

Role :

Location:

Required Academics:

Experience :

Key Responsibilities:

1.    Execution Leadership:

●  Define and drive the implementation of comprehensive customer support strategies that align with organizational goals across SCLEN.ai platforms, including SAP and Analytics, to significantly enhance customer satisfaction and retention.

●     Execute strategies to improve service delivery and resolution timelines.

●     Ensure support activities are in line with broader business goals.

2.    Client Engagement:

●     Serve as the primary point of contact for key clients, addressing their business challenges and managing expectations to ensure successful solution delivery.

●     Advocate for customer needs within the organization (VoC), ensuring feedback informs product and service improvements.

●     Track and enhance CSAT and NPS scores, improve service levels, and build a knowledge base to support common ticketing requests.

●     Identify and mitigate potential risks to enhance customer satisfaction while ensuring operational efficiency.

●     Collaborate with leadership to align support efforts with organizational goals, generate leads for upselling, and manage customer contracts for retention and revenue maximization.

Data Privacy & Security:

3. Team Collaboration & Management:

●     Lead, Mentor & Manage the customer support team, fostering a collaborative and innovative culture ensuring that they have the resources and support needed to execute their roles effectively.

●     Allocate resources efficiently across the Customer Support Teams to meet project demands.

●     Develop backup plans for each customer support team member to ensure seamless support continuity for customers

●     Implement Rewards & Recognition to boost the employee performance & recognition

4. Performance Metrics:

●     Monitor key performance indicators (KPIs) and metrics to assess self & team performance, customer satisfaction, and operational efficiency in line with Business objectives & company goals.

●     Ensure adherence to timelines against the planned deliveries & adherence to agreed service level agreements (SLAs) with Customers

●     Track and report on the percentage of on-time project rollouts. Ensure tasks are completed within planned timelines.

●     Analyse and drive innovative strategies to continuously improve CSAT and NPS score.

5. Process Improvement & Technology Adoption:

●     Identify & Implement areas for process improvement and implement best practices to enhance service delivery and customer experience.

●     Spearhead initiatives aimed at optimizing internal processes to enhance customer satisfaction through proactive and preventive approach.

●     Identify potential risks in support engagements and develop mitigation plans.

●     Implement & utilize technology tools, to effectively meet the needs of both the team and customers

Stay updated on emerging technology tools (like Jira, MS Projects, MS Visio, Team Nest, etc.,

6. Cross-Functional Collaboration & Reporting :

●     Prepare and present comprehensive reports to senior leadership on customer support performance, including risks, mitigation strategies, and opportunities for improvement.

●     Liaise & collaborate with cross-functional department teams to resolve customer escalations, process gaps and issues as required for Tickets and Change Requests to ensure the mandated KPI agreements are fulfilled.

●     Provide regular updates and metrics to management.

●     Ensure compliance with data privacy and security.

7. Training & Development:

●      Participate in regular training programs & Implement learnings to enhance self & team members’ skills for delivering exceptional support, while ensuring strong operational effectiveness and seamless coordination across support teams

●     Drive initiatives for knowledge base, training and development to enable reduction in the number of tickets and efficient ticket handling.

●     Participate in initiatives for training and knowledge sharing to reduce ticket volumes.

Oversee the creation, management, and continuous improvement of user manuals and standard operating procedures (SOPs) for customers, ensuring they align with configurations and business requirements.

8. Technical Understanding / Skills required

In-Depth Customer Support Expertise:

Proven Track Record in Enhancing Customer Satisfaction:

Team Leadership and Motivation:

Exceptional Communication and Interpersonal Skills:

Advanced Analytical and Problem-Solving Skills:

Proficiency in MS Office Suite:

Data Analysis and Presentation Expertise:

Adaptability in Fast-Paced Environments:

Strong Integrity and Ethical Standards:

Proactive Leadership and Self-Motivation:

Autonomous Work Capability:

Supply Chain Knowledge with SaaS Experience:

Send your CV to kavan.bm@caliperbusiness.com stating subject ‘Applying for the post of Functional Support Manager’