Product Support Manager

Role Purpose:

The Product Support Manager is responsible for leading and managing the Product Support team to ensure seamless client onboarding, efficient implementation, and high-quality support operations. This role acts as a central point of coordination between clients, sales, support, and technical teams, ensuring client satisfaction, SLA adherence, and long-term retention. The position focuses on team leadership, operational excellence, escalation management, and driving consistent service delivery standards.

Responsibilities & Accountabilities:

Lead and manage the Product Support team, ensuring clear role allocation, ownership, and accountability across all activities.

Oversee end-to-end client onboarding and implementation, ensuring timelines and quality standards are consistently met.

Assign Product Support Executives (PSEs) for new client onboarding and monitor progress to ensure smooth execution.

Act as the primary escalation point for key and enterprise clients, ensuring timely resolution of critical issues.

Collaborate with the technical team for unresolved queries and drive closure within defined timelines.

Ensure support center operations run efficiently, with all client queries addressed within SLA (same business day).

Monitor daily client activities, including attendance tracking and follow-ups handled by the team.

Ensure all newly onboarded clients are properly tracked and included in monitoring systems.

Work closely with the Sales team to ensure seamless client handover, and support renewals, upselling, and cross-selling initiatives.

Oversee and guide the team in conducting product demonstrations for enterprise clients.

Ensure effective delivery of client training sessions and internal knowledge-sharing on product updates.

Coordinate and approve client visits when issues require on-site resolution.

Review and monitor key reports such as day-end reports, call reports, query reports, bug/defect reports, implementation reports, and renewal reports.

Ensure client feedback and feature requests are properly documented and communicated to the technical team.

Drive team performance through regular feedback, coaching, training, and motivation initiatives.

Job Specification / Requirements:

Education: Bachelor / Master Degree

8 12 years of experience in client onboarding, implementation, product support, or key account management.

Strong leadership and team management skills.

Proven experience in handling escalations and SLA-driven environments.

Excellent communication, presentation, and interpersonal skills.

Strong problem-solving and cross-functional coordination ability.

Experience conducting enterprise-level product demos and training sessions.

Familiarity with CRM systems, ticketing tools, and reporting mechanisms.

Ability to work under pressure and meet timelines.

Willingness to travel to client locations when required.

Proactive, detail-oriented, and customer-focused approach.