Customer Success Manager

About the role

We are looking for a Customer Support Manager with diverse skills and enthusiasm to become a core driver of performance in the Customer Support department. This role is critical in analyzing, improving, and optimizing workflows, tools, and quality assurance for our two main teams: Professional Services and Customer Service. You will work closely with the Customer Support Director as a key partner in driving performance, tracking results, and implementing new technologies to enhance our ERP service delivery in the Hospitality business sector.

Key responsibilities

• Study, research, and present new technologies (such as AI, Automation Tools, BI Tools) to optimize team workflows
• Develop and maintain standard operating procedures (SOPs) and knowledge base (KB) to ensure they are current and standardized
• Track and monitor key performance indicators (KPIs) for both teams, including SLA Compliance, Project Milestones, Resolution Time, and Customer Satisfaction (CSAT)
• Prepare reports and dashboards summarizing operational results for management, highlighting trends, risks, and providing insights
• Monitor the status of critical projects and escalations closely to ensure alignment with schedules and objectives
• Develop and manage quality assurance programs, including ticket auditing and project delivery quality checks
• Ensure all services meet company quality standards
• Analyze customer feedback to improve service quality
• Act as administrator or super-user of customer service-related systems (such as company ERP systems, ticketing systems, project management systems)
• Train and guide teams in using tools effectively for maximum efficiency

About you

• Deep understanding of ERP systems: principles of operation and structure (essential)
• Excellent command of English in speaking, reading, and writing for coordination, technical documentation, and communication (essential)
• Enthusiasm for learning and knowledge of new technologies (such as AI, Automation, Data Analytics) with ability to propose practical applications (essential)
• At least 3-5 years of experience in Support Operations, Service Delivery, QA, IT Support, or Business Analyst roles in Software or ERP companies
• Excellent data analysis skills with ability to work with data, KPIs, and extract insights
• Experience using or managing Support Ticket systems (such as Jira, Zendesk, Salesforce, Zoho) and Project Management Tools
• Detail-oriented with excellent time management and task tracking skills
• Experience in the Hospitality Industry (preferred)
• Knowledge or experience in Project Management, such as tracking milestones or managing risks (preferred)
• Understanding of both implementation and support processes (preferred)