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Job Title/Role: Functional Support Manager – Junior Level (JL) – FSMJLLocation: 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 yearsKey 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 customersPerformance 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 CustomersTrack 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 customersStay 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 teamsTechnical Understanding / Skills requiredFoundational 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 contextSend your CV to