Support & Implementation Manager – Saas (3-6 Years)
🔸 Job Profile
SaaS Support & Implementation Manager is responsible for ensuring smooth onboarding, technical support, and ongoing success for customers using a SaaS product. This role is critical for customer satisfaction, retention, and overall business growth.
🔸 Key Responsibilities
Customer Onboarding & Implementation
Guide new customers through setup and configuration.
Ensure seamless data migration and system integration.
Provide training and resources to help customers adopt the product.
🔸 Technical Support & Issue Resolution
Act as the primary point of contact for customer support inquiries.
Troubleshoot technical issues and escalate when necessary.
Collaborate with engineering teams to resolve bugs and improve the product.
🔸 Customer Success & Retention
Ensure customers are getting value from the product.
Monitor usage and proactively address potential churn risks.
Collect customer feedback to improve onboarding and support processes.
🔸 Process Improvement & Documentation
Create and update knowledge base articles, FAQs, and training materials.
Optimize support workflows for faster issue resolution.
Implement automation tools for support ticketing and customer communication.
🔸 Key Skills & Qualifications
SaaS industry experience (3+ years in support, implementation, or success roles).
Technical proficiency (Understanding of APIs, integrations, and basic troubleshooting).
Strong communication & problem-solving skills (Ability to explain technical issues in simple terms).
Customer-focused mindset (Empathy, patience, and a proactive approach to solving problems).
Project management skills (Ability to handle multiple customers and implementation timelines).
🔸 Ideal Backgrounds
Customer Success Managers in SaaS companies.
IT Support Engineers with SaaS experience.
Technical Account Managers with a focus on implementation.
Project Managers who have worked with SaaS deployments.
🔸 Experience: 3-6 Years
⚡️ Immediate joiners or candidates with a short notice period are preferred.
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💼 ORBIT IT HR Solutions | Recruitment Consultancy
📍 Ahmedabad | Gujarat | India
🌐 Website: www.orbitithr.com
Job Features
| Job Category | Project Management |