▷ [04/10/2025] Functional Support Manager

Job Description

Role : Functional Support Manager

Location: Haldia, Kolkata, West Bengal

Required Academics: Bachelor's degree in Business Administration, Commerce, or a related fields with Supply chain specialization. Master Degree preferred

Experience : 6+ years of experience in customer support or related roles,

Key Responsibilities:

1.Execution Leadership:

Define and drive the implementation of comprehensive customer support strategies that align with organizational goals across SCLEN.ai platforms, including SAP and Analytics, to significantly enhance customer satisfaction and retention.

Execute strategies to improve service delivery and resolution timelines.

Ensure support activities are in line with broader business goals.

2.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.

3. Team Collaboration & 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.

Develop backup plans for each customer support team member to ensure seamless support continuity for customers

Implement Rewards & Recognition to boost the employee performance & recognition

4. Performance 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.

Ensure adherence to timelines against the planned deliveries & adherence to agreed service level agreements (SLAs) with Customers

Track and report on the percentage of on-time project rollouts. Ensure tasks are completed within planned timelines.

Analyse and drive innovative strategies to continuously improve CSAT and NPS score.

5. Process Improvement & Technology Adoption:

Identify & Implement areas for process improvement and implement best practices to enhance service delivery and customer experience.

Spearhead initiatives aimed at optimizing internal processes to enhance customer satisfaction through proactive and preventive approach.

Identify potential risks in support engagements and develop mitigation plans.

Implement & utilizetechnology tools, to effectively meet the needs of both the team and customers

Stay updated on emerging technology tools (like Jira, MS Projects, MS Visio, Team Nest, etc.,

6. Cross-Functional Collaboration & Reporting :

Prepare and present comprehensive reports to senior leadership on customer support performance, including risks, mitigation strategies, and opportunities 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.

7. 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 teams

Drive initiatives for knowledge base, training and development to enable reduction in the number of tickets and efficient ticket handling.

Participate in initiatives for training and knowledge sharing to reduce ticket volumes.

Oversee the creation, management, and continuous improvement of user manuals and standard operating procedures (SOPs) for customers, ensuring they align with configurations and business requirements.

8. Technical Understanding / Skills required

In-Depth Customer Support Expertise: Strong understanding of customer support metrics and tools, including CRM software and ticketing systems, with the ability to leverage them for strategic improvement.

Proven Track Record in Enhancing Customer Satisfaction: Demonstrated history of successfully improving customer satisfaction scores and elevating team performance through effective leadership.

Team Leadership and Motivation: Proven ability to lead, inspire, and motivate teams towards common goals.

Exceptional Communication and Interpersonal Skills: Strong ability to build and maintain relationships with customers, stakeholders, and team members, facilitating collaboration and trust.

Advanced Analytical and Problem-Solving Skills: Robust analytical abilities with a data-driven approach to decision-making, enabling effective problem resolution and process optimization.

Proficiency in MS Office Suite: Expertise in Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook, with advanced skills for reporting and data visualization.

Data Analysis and Presentation Expertise: Ability to utilize advanced features in MS Office for in-depth data analysis and compelling visual presentations that drive strategic initiatives.

Adaptability in Fast-Paced Environments: Proven ability to thrive in dynamic settings while managing multiple priorities and meeting deadlines effectively.

Strong Integrity and Ethical Standards: Commitment to upholding high ethical standards in all customer interactions and decision-making processes.

Proactive Leadership and Self-Motivation: Demonstrates high levels of initiative, ownership, and accountability in driving team success and operational excellence.

Autonomous Work Capability: Ability to work independently and effectively. Manage tasks in a remote environment & travel as needed to client locations for discussions & trainings.

Supply Chain Knowledge with SaaS Experience: Comprehensive understanding of supply chain processes, with preferred experience in SaaS products to enhance functional support

Send your CV to [Confidential Information] stating subject Applying for the post of Functional Support Manager