Overview Job Title Customer Experience Support Manager - ERP Process Manufacturing Role Summary We are seeking an experienced and dynamic Customer Experience Support Manager to lead a 24x7 support team of 20 engineers with 2-3 team leads reporting to them The role involves ensuring world-class support delivery for our ERP system used in process manufacturing guiding and coaching young engineers driving adoption of AI solutions and leveraging cloud platforms to enhance operational efficiency and customer experience Key Responsibilities Lead and manage a 24x7 customer experience support team 20 members with 2-3 team leads Oversee day-to-day operations of ERP support with focus on financial modules and process manufacturing modules Coach mentor and develop young engineers and team leads fostering a culture of learning ownership and accountability Establish and monitor KPIs SLAs and customer satisfaction metrics ensure timely resolution of customer issues Collaborate with product engineering and infrastructure teams to resolve complex issues and drive continuous improvement Drive adoption of AI-based support tools automation and analytics to enhance customer experience and reduce manual effort Build knowledge management systems and documentation to improve team efficiency and reduce repeat incidents Handle escalations and ensure proactive communication with customers and stakeholders Forecast workload and plan staffing training and resource allocation Drive root cause analysis RCA and implement preventive actions for recurring issues Leverage cloud platform capabilities preferably Microsoft Azure for monitoring scaling and performance optimization Required Skills and CompetenciesSkill Area Specific Requirements ERP Domain Knowledge Strong understanding of ERP systems preferably in process manufacturing domain including financial modules Leadership People Management Experience managing large teams 15 members with multiple team leads ability to coach mentor and inspire young engineers Customer Experience Support Proven experience in 24x7 support environments handling high-volume tickets escalations and SLA-driven delivery AI Automation Exposure to AI-based support tools chatbots RPA or analytics platforms to improve customer experience Cloud Familiarity Understanding of cloud infrastructure concepts monitoring and scaling preferably Microsoft Azure Support Tools Hands-on experience with support and ticketing platforms like Salesforce Service Cloud Problem-Solving Decision-Making Strong analytical skills ability to resolve complex issues and implement systemic improvements Communication Collaboration Excellent verbal and written communication skills stakeholder management and cross-functional collaboration Process Metrics Management Experience defining and tracking KPIs SLAs and CSAT NPS metrics driving continuous process improvement Industry Experience Added Advantage Prior experience in process or manufacturing industry environments is a strong plus Change Management Ability to lead transformation initiatives especially implementing recent AI solutions and driving adoption across teams Educational Experience RequirementsBachelor s degree in Engineering Computer Science or related field Master s preferred 10 years of experience in support or customer experience functions with at least 3-5 years in a people management role Prior experience in ERP support process manufacturing or similar enterprise software is highly desirable Aptean pledges to promote a company culture where diversity equity and inclusion are central We are committed to applying this principle as we interact with our customers build our teams cultivate our leaders and shape a company in which any employee can succeed regardless of race color sex national origin sexuality and gender identity religion disability age status as a protected veteran or any other group status protected by law Celebrating our diverse experiences opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base At Aptean our global and diverse employee base is our greatest asset It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers our employees and our company - TVN Reddy

📌 Manager, Customer Support (Tamil Nadu)
🏢 Aptean
📍 Tamil Nadu