Support Manager – ERP/HR Product

Role Overview

• Ensure customer satisfaction by guaranteeing compliance with SLAs;
• Lead meetings with internal stakeholders;
• Implement and align strategic plans with clients;
• Conduct analyses and identify improvement opportunities to ensure customer satisfaction;
• Prepare reports and presentations on department performance, including customer success, productivity and quality metrics;
• Propose initiatives and present business perspectives focused on improving service delivery quality;
• Carry out annual budget planning, ensuring achievement of targets with emphasis on consultants' success;
• Monitor process performance and quality indicators;
• Support support teams by monitoring the handling of opportunities and requests with the aim of making the internal client and product competitive;
• Identify improvements in the area's processes, products and services and, when necessary, propose solutions through analyses and presentations, ensuring compliance with customer success indicators.

Requirements

• Solid experience in team management;
• Experience managing large customer volumes;
• Strong analytical skills;
• Negotiation skills;
• Excellent communication skills;
• Stakeholder relationship management skills;
• Critical thinking and problem-solving skills.

Benefits

• Meal and grocery allowances;
• Medical and dental insurance;
• Transportation allowance;
• Daily breakfast provided;
• Free parking;
• Life insurance;
• Birthday day off;
• Corporate university (training and development programs);
• Certification support (additional bonus);
• Allowances: education, wedding, childcare, maternity/paternity;
• TotalPass membership;
• Maternity/paternity package: hospital discharge kit for the baby;
• Fresh fruit provided 3 times a week;
• On-site mini-market "Mercadinho da Confiança";
• Hybrid work model;
• Partnership with Prisma Psicologia: exclusive rates for psychotherapy sessions for employees and dependents;
• PPR (profit-sharing/performance-based bonus).