Title : Functional Support Manager

Experience : 2-3 years in Customer Function

Work Mode : Client (On-Site)

Location : Baroda - Vadodara, Gujarat

Educational Background: Bachelor’s degree in Business Administration, Communication, or a related field (or equivalent experience)

Key Responsibilities:

- Lead customer support operations across SAP, Analytics, and Onsite Hardware Support.
- Manage key client relationships, escalations, and customer expectations.
- Drive customer satisfaction (CSAT), NPS, SLA compliance, and timely issue resolution.
- Lead, mentor, and allocate resources across customer support teams.
- Monitor KPIs, conduct root cause analysis (RCA), and implement process improvements.
- Collaborate with cross-functional teams to resolve issues and ensure smooth project delivery.
- Develop knowledge bases, SOPs, user manuals, and team training initiatives.
- Ensure data privacy, security, and compliance requirements are met.




- Identify opportunities for customer retention and upselling.

Required Skills:

- Robust communication, client management, and problem-solving skills.
- Knowledge of customer support metrics, CRM, and ticketing tools.
- Familiarity with tools such as Jira, MS Project, and MS Office.
- Ability to manage priorities, lead teams, and work independently.
- Willingness to travel for client meetings and training as required.
- Interest in Supply Chain Processes: Basic awareness of supply chain concepts and eagerness to learn more, particularly in a SaaS context

? Interested candidates: Please share your CV to [email protected] or apply through linkedin

#Hiring #CustomerSupport #CustomerSuccess #SupportManager #SCLENai #Jobs

📌 Functional Support Manager (Vadodara)
🏢 SCLEN.AI
📍 Vadodara