Lead - Customer Success Manager - Support/Adoption/Training

Job Title: Support, Adoption, and Training Lead ( Customer Success Manager )

Location: Corporate Functions - Malad

Department: Corporate IT

Job Summary:

We are seeking an experienced and proactive Support, Adoption, and Training Lead for our School ERP system. The role focuses on ensuring streamlining of School ERP through timely resolution of the issues/tickets raised, effective ERP usage across the institution through robust user support, continuous adoption strategies, and structured training programs. The ideal candidate will drive user engagement, maximize system utilization, and enable smooth digital transformation in school operations.

Key Responsibilities:

ERP User Support:

- Act as the first point of contact for all ERP-related user queries (administrators, teachers, staff, parents, and students).

- Troubleshoot and resolve functional, technical, and process-related ERP issues in a timely manner.

- Maintain a knowledge base of common issues and solutions.

- Collaborate with ERP vendor support teams to resolve complex technical problems.

- Creation and Management of Knowledge Repository - Functional as well as Technical.

- Analyse the Trend , RCA for the Issues raised and establish a structured governance and Reporting framework for management

User Adoption Strategy:

- Develop and implement a structured adoption strategy to encourage full utilization of the ERP system across departments.

- Monitor user adoption metrics and identify departments or individuals requiring additional support.

- Work with school leadership to communicate the benefits of the ERP system and drive cultural change toward digital-first processes.

Training Program Development & Delivery:

- Design and execute comprehensive training programs for different ERP user groups (school administrators, teachers, staff, parents, and students).

- Create role-based training materials, including manuals, video tutorials, interactive guides, and FAQs.

- Conduct in-person and virtual training sessions, workshops, and webinars.

- Continuously assess and update training content based on system updates and user feedback.

Performance Monitoring & Reporting:

- Track and analyze user engagement, adoption rates, helpdesk ticket resolution times, and system usage statistics.

- Prepare regular reports for management highlighting adoption trends, common issues, and improvement opportunities.

- Recommend actions based on data insights to improve user experience and system utilization.

Continuous Improvement:

- Collect user feedback regularly to understand pain points and system improvement opportunities.

- Collaborate with the ERP implementation team to communicate functional enhancement requests based on real-world usage.

- Promote best practices for ERP usage and digital administration processes.

Stakeholder Management:

- Work closely with school leadership, academic staff, IT team, and ERP vendor to align support and training with institutional objectives.

- Act as a bridge between end-users and technical teams, ensuring clear communication of user challenges and & Skills:

- Bachelor's degree in Information Technology, Education Technology, Business Administration, or related field.

- Minimum 4-6 years of experience in ERP user support, adoption, or training, preferably in the education sector.

- Strong knowledge of School ERP systems

- Excellent interpersonal and communication skills, capable of delivering training to diverse user groups.

- Strong problem-solving ability, technical aptitude, and attention to detail.

- Ability to analyse user adoption data and translate insights into actionable recommendations.

- Experience in preparing training materials and conducting workshops.

- Familiarity with Helpdesk Management and knowledge base Experience in digital transformation initiatives within educational institutions.

- Knowledge of LMS (Learning Management Systems) and other EdTech tools integration with ERP.

Key Performance Indicators (KPIs):

- User adoption rate (% of active users vs. total licensed users).

- Helpdesk ticket resolution time and first-call resolution rate.

- Number and quality of training sessions delivered.

- User satisfaction scores (via periodic surveys).

- Number of knowledge base articles and support materials created.

- Reduction in repetitive support queries over time.