Risk Management Support Coordinator

Role : Functional Support Manager Required Academics: Bachelor’s degree in Business Administration, Commerce, or a related fields with Supply chain specialization. Experience : 5-7 years of experience in customer support or related roles, Adequate experience in TMS and SAP and exposure in plant operation or any transformational projects 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. 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 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 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. Identify & Implement areas for process improvement and implement best practices to enhance service delivery and customer experience. ● Identify potential risks in support engagements and develop mitigation plans. ● Stay updated on emerging technology tools (like Jira, MS Projects, MS Visio, Team Nest, etc., Prepare and present comprehensive reports to senior leadership on customer support performance, including risks, mitigation strategies, and opportunities for improvement. ● Provide regular updates and metrics to management. ● Ensure compliance with data privacy and security. 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. 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. ● Demonstrated history of successfully improving customer satisfaction scores and elevating team performance through effective leadership. ● 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. ● 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 com stating subject ‘Applying for the post of Functional Support Manager’