Functional Support Manager

Title : Functional Support Manager

Experience : 2-3 years in Customer Function

Work Mode : Client (On-Site)

Location : Baroda - Vadodara, Gujarat

Educational Background: Bachelor's degree in Business Administration, Communication, or a related field (or equivalent experience)

Key Responsibilities:

• Lead customer support operations across SAP, Analytics, and Onsite Hardware Support.
• Manage key client relationships, escalations, and customer expectations.
• Drive customer satisfaction (CSAT), NPS, SLA compliance, and timely issue resolution.
• Lead, mentor, and allocate resources across customer support teams.
• Monitor KPIs, conduct root cause analysis (RCA), and implement process improvements.
• Collaborate with cross-functional teams to resolve issues and ensure smooth project delivery.
• Develop knowledge bases, SOPs, user manuals, and team training initiatives.
• Ensure data privacy, security, and compliance requirements are met.
• Identify opportunities for customer retention and upselling.

Required Skills:

• Strong communication, client management, and problem-solving skills.
• Knowledge of customer support metrics, CRM, and ticketing tools.
• Familiarity with tools such as Jira, MS Project, and MS Office.
• Ability to manage priorities, lead teams, and work independently.
• Willingness to travel for client meetings and training as required.
• Interest in Supply Chain Processes: Basic awareness of supply chain concepts and eagerness to learn more, particularly in a SaaS context

Interested candidates: Please share your CV to [Confidential Information] or apply through linkedin

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