Functional Support Manager - Junior Level

Job Title/Role: Functional Support Manager - Junior Level (JL) - FSMJL Location: Kakinada, Andhra Pradesh (Onsite) Required Academics: Bachelor's degree in Business Administration, Commerce, or a related fields with Supply chain specialization, knowledge of SAP. Experience: 3-4 years Languages: English, Hindi and Telugu mandatory. Key Responsibilities: Strategy Execution: - Implement customer support strategies that align with company goals across SCLEN.ai platforms including SAP, Analytics, Onsite HW Support, thereby driving improvements in customer satisfaction and retention. - Execute strategies to improve service delivery and resolution timelines. - Ensure support activities are in line with broader business goals. 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. Team 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. - Ensure to have backup plans for each customer support team member to ensure seamless support continuity for customers 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. - Support the clear categorization of issues and bugs in the tracking system, including assisting with root cause analysis (RCA) and corrective actions. - 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. Process Improvement & Technology Adoption: - Identify & Implement areas for process improvement and implement best practices to enhance service delivery and customer experience. - 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., Cross-Functional Collaboration & Reporting : - Ensure to complete regular reports & provide insights to Team Leaders & Senior management on customer support engagement performance, highlighting risks, & progress with areas 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. - Assist in preparing regular reports for senior management on customer support performance, highlighting any risks and areas for improvement. 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 Technical Understanding / Skills required - Foundational Customer Support Knowledge: Basic understanding of customer support metrics and tools, such as CRM software and ticketing systems. - Commitment to Customer Satisfaction: Eagerness to contribute to customer satisfaction efforts and team performance improvements. - Effective Communication Skills: Ability to communicate clearly and build relationships with customers and team members. - Problem-Solving Orientation: Basic analytical skills with a willingness to learn and apply data-driven approaches to resolve issues. - Proficiency in MS Office Suite: Familiarity with Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook. - Willingness to Learn Data Analysis: Interest in using MS Office features for data analysis and creating presentations. - Ability to Manage Priorities: Capacity to handle multiple tasks in a fast-paced environment with guidance. - Autonomous Work Capability: Ability to work independently and effectively. Manage tasks in a remote environment. Ability to travel as needed for client meetings and training sessions. - Integrity and Ethical Standards: Commitment to ethical conduct in all interactions with customers and team members. - Proactive Approach: Willingness to take initiative and contribute to team efforts. - Team Collaboration Skills: Ability to work independently as well as collaboratively within a team. - Interest in Supply Chain Processes: Basic awareness of supply chain concepts and eagerness to learn more, particularly in a SaaS context Send your CV to