Associate Customer Support Manager

JOB SUMMARY

You will lead and effectively manage eProcurement Application Support operations, focusing on Supplier Enablement, Source-to-Contract, Procure-to-Pay, and Warehouse Management processes.

Roles and Responsibilities :

• Set performance goals for the review period and track progress against annual goals.
• Coach and mentor the team on client-specific processes.
• Provide training and development guidance to team members.
• Establish and maintain strong, long-term relationships with key stakeholders.
• Understand client business requirements, propose and negotiate technical solutions, and ensure successful delivery.
• Translate client business requirements for the internal technical team and ensure that the product/service is delivered to the client as per requirements and timelines.
• Facilitate the transfer of best practices and drive continuous improvement initiatives within the team.

Job Requirements :

• 7-10 years of experience in IT services & consulting industry with expertise in client support or customer support management.
• Strong leadership skills in a client-facing environment
• Excellent communication and client management skills
• Experienced team leader skilled in people development, coaching, and motivation
• Strong teamwork, problem-solving, organizational, and process improvement skills
• Proficient in MS Excel, Word, and PowerPoint
• Bachelor’s degree required; Master’s degree in Business or Operations preferred