Senior Manager, Erp Support

Company Description QAD is building a world-class SaaS company and we are growing We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain This hybrid position requires candidates to be based in Pune with 3-4 days of in-office collaboration per week The Sr Manager Support Team is a senior leadership role responsible for managing a high-performing team of ERP support engineers ensuring the delivery of exceptional customer experiences and operational excellence This role is focused on fostering a customer-centric culture driving team performance and developing strategies to resolve complex customer challenges efficiently and effectively The Sr Manager oversees team operations including case management escalation handling and process improvement initiatives They act as a key liaison between the support team and cross-functional departments such as Product Management Engineering and Sales to ensure alignment on issue resolution and customer satisfaction goals This role also involves resource planning performance tracking and driving initiatives to enhance support workflows and team capabilities By proactively addressing recurring issues and identifying opportunities for continuous improvement the Sr Manager plays a critical role in shaping the support organization s success and its alignment with business objectives Given that our support organization operates 24 7 this position demands a flexible approach to scheduling You will be expected to participate in shift rotations along with weekend shifts and potential on-call coverage as required These elements are vital to providing continuous support to our global customer base Your willingness to adapt to these scheduling requirements is crucial for the role Responsibilities Leadership and Team Management Provide leadership mentorship and coaching to a team of support engineers fostering a culture of accountability ownership and continuous learning Set team performance goals conduct regular reviews and develop individualized development plans to enhance skills and capabilities Ensure the team is equipped with the necessary tools training and resources to meet customer needs and resolve cases efficiently Escalation Management Oversee the handling of escalated cases ensuring adherence to escalation protocols and Service Level Agreements SLAs Act as an escalation point for high-priority customer issues working closely with cross-functional teams to ensure timely and effective resolutions Proactively monitor escalations to identify patterns and develop strategies to minimize future occurrences Operational Excellence and Process Optimization Continuously evaluate and refine support workflows case triage and escalation processes to enhance efficiency and improve customer satisfaction Develop and implement operational metrics KPIs to measure team performance identifying opportunities for process improvement and optimization Ensure consistent global support coverage through effective resource planning shift rotations and on-call schedules Performance Tracking and Reporting Monitor team performance metrics KPIs such as response times backlog counts and escalation summaries Analyze trends and generate weekly monthly performance reports to inform strategic decisions and share insights with leadership Conduct quarterly strategic reviews to assess team performance identify process gaps and align on goals Resource and Capacity Management Develop staffing and scheduling plans to ensure adequate support coverage including shift rotations and flexibility for changing demand Optimize resource allocation to balance workload distribution and improve case handling efficiency Adjust headcount or allocate additional resources based on workload and business priorities Collaboration and Cross-Functional Engagement Partner with Product Management and Engineering to address systemic issues advocate for product enhancements and align on customer-focused priorities Collaborate with Sales and Customer Success teams to understand customer requirements and deliver tailored support strategies Facilitate cross-departmental initiatives to improve communication and streamline issue resolution processes Customer-Centric Focus Foster a customer-first mindset within the team ensuring all interactions prioritize responsiveness transparency and high-quality solutions Actively engage with key customers to address concerns build trust and ensure their feedback informs support and product improvements Monitor customer satisfaction metrics and implement strategies to exceed expectations and enhance loyalty Customer-Centric Operations Foster a customer-first mindset within the team ensuring all interactions prioritize responsiveness clarity and customer satisfaction Communicate effectively with customers during escalations providing clear updates and managing expectations Maintain transparency and professionalism in all customer-facing communications to build trust and loyalty Qualifications Education Bachelor s Degree in Information Technology Business Administration or a related field equivalent professional experience will also be considered Certifications such as ITIL v3 v4 PMP or APICS are a plus but not required Familiarity with customer support methodologies incident management and service delivery frameworks e g ITIL SDLC is advantageous Experience 10 years of experience in technical support with at least 7 years in a leadership or managerial role Proven ability to manage and develop high-performing teams in a global support environment Strong experience in escalation handling process optimization and customer engagement Technical Skills Familiarity with ERP systems e g QAD SAP Oracle ERP Dynamics 365 and associated technologies is highly advantageous Knowledge of support workflows SLA management and escalation protocols Experience with support tools and systems such as ticketing platforms and knowledge bases Soft Skills Exceptional leadership and communication skills with the ability to engage technical and non-technical stakeholders Strong focus on customer satisfaction with a deep understanding of customer needs and a commitment to exceeding expectations Strong analytical and problem-solving abilities with a focus on driving customer-centric solutions Skilled in decision-making balancing customer needs with organizational policies and resource constraints Adaptable and proactive in addressing evolving technologies customer needs and organizational priorities Experienced in mentoring and coaching team members to enhance their knowledge performance and growth Additional Information Your health and well being are important to us at QAD We provide programs that help you strike a healthy work-life balance Opportunity to join a growing business launching into its next phase of expansion and transformation Collaborative culture of smart and hard-working people who support one another to get the job done An atmosphere of growth and opportunity where idea-sharing is always prioritized over level or hierarchy Compensation packages based on experience and desired skill set About QAD QAD Inc is a leading provider of adaptive cloud-based enterprise software and services for global manufacturing companies Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences In order to survive and thrive manufacturers must be able to innovate and change business models at unprecedented rates of speed QAD calls these companies Adaptive Manufacturing Enterprises QAD solutions help customers in the automotive life sciences packaging consumer products food and beverage high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage QAD is committed to ensuring that every employee feels they work in an environment that values their contributions respects their unique perspectives and provides opportunities for growth regardless of background QAD s DEI program is driving higher levels of diversity equity and inclusion so that employees can bring their whole self to work We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class