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 kavan.bm@caliperbusiness.com or apply through linkedin
#Hiring #CustomerSupport #CustomerSuccess #SupportManager #SCLENai #Jobs

Work arrangement
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