Senior Manager, Global Customer Support

Our Business

Elemica offers a state-of-the-art supply chain operating network in the areas of customer & supplier management and logistics— promoting new levels of efficiency and profitability for a leaner and more fully optimized supply chain. Elemica clients achieve significant value from reduced cost of operations, faster process execution with fewer resources through the automation of key business processes, removal of transactional barriers, and seamless information flow between business partners.

Our Values

At Elemica, we believe that embodying our values is essential for all team members. These qualities show up in our interactions with each other, our customers, and our collective community.”

• Curiosity – we delight in the discovery of new challenges and feel compelled to solve them

• Integrity – We are relatable and trustworthy, steadfast in our commitment to our colleagues, customers, and partners

• Accountability – We show up and deliver measurable, meaningful business value. Consistently.

• Passion – We have a shared enthusiasm for transforming our clients’ supply chain.

Position – Senior Manager, Global Customer Support

(Location: Hyderabad, India)

The Elemica Global Customer Support Team is looking for an energetic results-oriented individual that is self-motivated with experience in, or exposure to, Logistics and Supply Chain methodologies. An Elemica Support Manager would be responsible for overseeing and managing customer support operations for Elemica's Digital Supply Chain Network, ensuring high levels of client satisfaction and support. This role involves managing a team of support engineers, handling client escalations, developing and implementing support processes, and working with other teams to improve customer experience.

The Senior Manager is responsible for providing technical support for Elemica’s logistics and Shipment Execution business applications. This includes not only reactive support to customer issues, but also proactive engagement to improve the functional and technical performance and reliability of these applications. The candidate must be comfortable multi-tasking in a fast paced, dynamic environment.

Responsibilities

• Supervise and mentor a team of support engineers, providing guidance and support to ensure they are effective and engaged.
• Directly interact with clients to resolve issues, address concerns, and provide guidance on using Elemica's products and services.
• Troubleshoot and resolve complex issues, working with development and other internal teams to ensure timely and effective solutions.
• Develop and implement improved support processes and procedures to streamline operations and enhance customer experience.
• Handle escalated client issues, ensuring they are resolved quickly and efficiently.
• Document and maintain knowledge base articles and other resources to assist support engineers and clients.
• Clearly communicate with clients, internal teams, and leadership regarding support-related matters.
• Track and report on key support metrics, such as customer satisfaction and resolution times, to identify areas for improvement.
• Collaborate with other departments, such as product management, sales, and engineering, to improve the overall customer experience.

Experience and Skills Required

• 12+ years of work in Engineering or Support Teams.
• Working knowledge in supporting high-volume transaction applications.
• Good knowledge of SAP modules, including SAP ABAP, SAP ERP, SAP S/4HANA, and SAP UI5/Fiori.
• Understanding of SAP architecture, integration points, and data flow.
• Understanding of databases (e.g., HANA, Oracle) and SAP hosting environments (cloud or on-premises).
• Experience in managing application support ticketing systems.
• Strong interpersonal and communication skills with technical and non-technical audiences.
• Degree in Engineering or Computer Science or, or another related major.
• Ability to analyze business and functional problems.

Experience and Skills Desired

• Exposure or experience with Supply Chain, Logistics business processes and systems.
• Knowledge of Software Design Patterns and SAP coding principles.
• Experience in technical support and interacting directly with external clients.
• Knowledge of hardware and networking infrastructure necessary to support applications.
• Software development experience is highly desirable.

Personal Characteristics

• Flexible, adaptable, able to work independently and must have the ability to handle multiple priorities in a fast-paced environment.
• Strong interpersonal and communication skills with technical and non-technical audiences.
• Sound communication skills and experience working alongside other IT and business professionals.

ELEMICA offers an excellent total rewards package.

Initiative, creativity, learning, and results are far more important than hierarchy, position or title.