Functional Support Manager – Junior Level

Job Title/Role: Functional Support Manager – Junior Level (JL) – FSMJL

Location: Kakinada, Andhra Pradesh (Onsite)

Required Academics: Bachelors degree in Business Administration, Commerce, or a related fields with Supply chain specialization, knowledge of SAP.

Experience: 3-4 years

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 companys and clients 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

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