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Functional Support Manager

Functional Support Manager

SCLEN.AIwest bengal, west bengal, in
22 days ago
Job description

Role : Functional Support Manager

Location : Haldia, Kolkata, West Bengal

Required Academics : Bachelor’s degree in Business Administration, Commerce, or a related fields with Supply chain specialization. Master Degree preferred

Experience : 5-7 years of experience in customer support or related roles,

Budget : 9 LPA

Key Responsibilities :

Adequate experience in TMS and SAP and exposure in plant operation or any transformational projects

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 : Ensure adherence to the company's and client's data privacy and security policies.

    • 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 : Strong understanding of customer support metrics and tools, including CRM software and ticketing systems, with the ability to leverage them for strategic improvement.
  • Proven Track Record in Enhancing Customer Satisfaction : Demonstrated history of successfully improving customer satisfaction scores and elevating team performance through effective leadership.
  • Team Leadership and Motivation : Proven ability to lead, inspire, and motivate teams towards common goals.
  • Exceptional Communication and Interpersonal Skills : Strong ability to build and maintain relationships with customers, stakeholders, and team members, facilitating collaboration and trust.
  • Advanced Analytical and Problem-Solving Skills : Robust analytical abilities with a data-driven approach to decision-making, enabling effective problem resolution and process optimization.
  • Proficiency in MS Office Suite : Expertise in Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook, with advanced skills for reporting and data visualization.
  • Data Analysis and Presentation Expertise : Ability to utilize advanced features in MS Office for in-depth data analysis and compelling visual presentations that drive strategic initiatives.
  • Adaptability in Fast-Paced Environments : Proven ability to thrive in dynamic settings while managing multiple priorities and meeting deadlines effectively.
  • Strong Integrity and Ethical Standards : Commitment to upholding high ethical standards in all customer interactions and decision-making processes.
  • Proactive Leadership and Self-Motivation : Demonstrates high levels of initiative, ownership, and accountability in driving team success and operational excellence.
  • Autonomous Work Capability : Ability to work independently and effectively. Manage tasks in a remote environment & travel as needed to client locations for discussions & trainings.
  • Supply Chain Knowledge with SaaS Experience : Comprehensive understanding of supply chain processes, with preferred experience in SaaS products to enhance functional support

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

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