ERP Deployment and Support Manager [Job ID: 2140716178]

ERP Deployment and Support Manager

Company: TradeUnleashed (Pvt.) Ltd.

Key Responsibilities

1. Client Support & Issue Resolution

Ensuring seamless integration of accounting, inventory, order processing, and financial modules.

Act as the primary point of contact for client support and technical queries.

Manage the support ticketing system, ensuring timely resolution of issues.

Troubleshoot software, system, and integration challenges for clients.

Provide guidance to clients on system usage, updates, and best practices.

2. Team Management & Leadership

Lead, train, and mentor the software support team.

Allocate support tasks and monitor performance to ensure service level agreements (SLAs) are met.

Foster a customer-first culture within the support team.

3. Client Relationship Management

Maintain proactive communication with clients to ensure satisfaction.

Identify recurring issues and coordinate with product/tech teams for long-term fixes.

Gather client feedback to improve software features and support services.

4. Technical Coordination

Work with technical teams for escalated issues, integrations (POS, payment gateways, eCommerce platforms), and deployments.

Support the sales and onboarding teams in ensuring a smooth transition for new clients.

5. Process Improvement & Reporting

Develop and optimize support workflows for greater efficiency.

Track KPIs (response time, resolution time, client satisfaction) and share reports with management.

Stay updated on industry best practices in software support and apply them to improve operations.

Qualifications & Experience

CA with ERP Articals, Bachelor’s degree in Computer Science, IT, Business Administration, BBA, or related field.

4+ years of experience in software support or client success roles, preferably in ERP/RMS or SaaS companies. ERP deployment, financial systems, and retail operations.

Deep understanding of accounting principles, inventory management, order processing, and logistics workflows.

Proven ability to manage multiple enterprise clients, handle escalations, and drive client satisfaction.

Technical expertise in ERP systems, system integrations, and data migration.

Strong understanding of retail/eCommerce operations and technical integrations.

Proven leadership skills in managing support teams and handling escalations.

Key Skills & Competencies

✔ Excellent communication & client handling skills

✔ Strong problem-solving & troubleshooting ability

✔ Team leadership & performance management

✔ Knowledge of software integrations (POS, payment gateways, eCommerce)

✔ Process improvement & reporting