Sr. Manager, Strategic Account Support

📌 Core Information

🔹 Job Title: Sr. Manager, Strategic Account Support

🔹 Company: QAD, Inc.

🔹 Location: Mumbai, Mahārāshtra, India

🔹 Job Type: On-site

🔹 Category: Not specified

🔹 Date Posted: Wed Apr 02 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Leading a high-performing team of ERP support engineers.
• Ensuring exceptional customer experiences and operational excellence.
• Managing case management, escalation handling, and process improvement initiatives.
• Fostering a customer-centric culture within the support team.

ASSUMPTION: The company is seeking a proactive leader who can not only manage current processes but also identify and implement strategic improvements. This is inferred from the emphasis on customer-centric approaches and continuous improvement.

📋 Key Responsibilities

✅ Provide leadership, mentorship, and coaching to the support team.

✅ Set team performance goals and conduct regular reviews.

✅ Oversee escalated case handling and ensure adherence to SLAs.

✅ Continuously refine support workflows and escalation processes.

✅ Develop and implement operational metrics to measure team performance.

ASSUMPTION: The emphasis on mentoring and continuous learning suggests that developing team skills and capabilities is a significant focus of this role.

🎯 Required Qualifications

Education: Bachelor’s Degree in Information Technology, Business Administration, or a related field.

Experience: 10+ years in technical support with at least 5+ years in a managerial role.

Required Skills:

• Leadership and communication skills.
• Experience in escalation handling and process optimization.
• Familiarity with ERP systems (e.g., QAD, SAP).

Preferred Skills:

• Certifications such as ITIL v3/v4, PMP, or APICS.
• Familiarity with customer support methodologies like ITIL, SDLC.

ASSUMPTION: The inclusion of specific ERP applications suggests a preference for candidates with direct experience in these systems, indicating these are central to the company's operations.

💰 Compensation & Benefits

Salary Range: Not specified

Benefits:

• Programs supporting a healthy work-life balance.
• Participation in a growing, transforming company.
• Collaborative culture emphasizing support and hard work.

Working Hours: 40 hours per week with flexibility for shifts.

ASSUMPTION: The lack of salary details suggests candidates may need to inquire about compensation directly or be prepared for negotiations based on experience.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development focused on manufacturing and supply chain solutions.

Company Size: Approximately 1,705 employees, offering a blend of personalized and global business operations.

Founded: 1979

Company Description:

• Provider of adaptive, cloud-based enterprise software.
• Operates in 84 countries with a focus on manufacturing sectors.
• Aims to enable manufacturers to innovate and adapt rapidly.

Company Specialties:

• Enterprise Resource Planning (ERP)
• SaaS and Cloud Software
• Supply Chain Management

Company Website: https://www.qad.com

ASSUMPTION: The company's focus on adaptive manufacturing solutions and global reach indicates a dynamic workplace environment with diverse opportunities for professional growth.

📊 Role Analysis

Career Level: Senior managerial role requiring extensive experience and strategic oversight capabilities.

Reporting Structure: Likely reports to an executive or director level with close collaboration across departments.

Work Arrangement: On-site with potential shift rotations.

Growth Opportunities:

• Potential to influence company-wide processes and customer strategies.
• Visibility in cross-departmental initiatives leading to further advancement.
• Scope to develop further skills in managing global support operations.

ASSUMPTION: The role's extensive responsibilities suggest it is a highly strategic position, possibly impacting broader organizational policy and strategy.

🌍 Location & Work Environment

Office Type: Corporate environment with a professional office setting.

Office Location(s): Mumbai, Pune, and Chennai operations are emphasized.

Geographic Context:

• Mumbai is a financial and technology hub in India.
• Proximity to other major Indian cities enhances strategic business operations.
• Local hiring focused on strengthening regional customer support.

Work Schedule: Primarily day shifts with the need for flexibility in shift patterns.

ASSUMPTION: The company's preference for candidates residing in specific cities suggests a focus on strengthening local operations and maintaining regional expertise.

💼 Interview & Application Insights

Typical Process:

• Initial application review and shortlisting.
• Technical and leadership skill interviews.
• Evaluation of cultural fit and customer focus orientation.

Key Assessment Areas:

• Technical proficiency and industry knowledge.
• Leadership and team management skills.
• Strategic thinking and problem-solving abilities.

Application Tips:

• Highlight ERP system experience, especially with QAD and SAP.
• Emphasize past leadership roles and customer engagement success stories.
• Prepare for scenario-based questions to demonstrate problem-solving skills.

ATS Keywords: Leadership, Team Management, ERP Systems, Customer Engagement, Process Optimization

ASSUMPTION: The hiring process is likely rigorous, with a focus on identifying candidates who align with the company’s mission and values, based on job role specificity.

🛠️ Tools & Technologies

• QAD ERP systems
• ITIL frameworks and methodologies
• Project management tools like PMP

ASSUMPTION: Preferred candidates will have a robust understanding of these tools as they form the backbone of the company's support operations.

👔 Cultural Fit Considerations

Company Values:

• Innovation and adaptability
• Customer-centric solutions
• Diversity, equity, and inclusion

Work Style:

• Collaborative and team-focused
• Proactive and strategic
• Flexible and adaptive to change

Self-Assessment Questions:

• Do I have experience leading high-performing teams?
• Am I comfortable with complex problem-solving under pressure?
• How do I adapt to a constantly evolving work environment?

ASSUMPTION: The company places significant value on adaptability and collaboration, driven by its position within a fast-evolving industry.

⚠️ Potential Challenges

• Managing 24/7 support operations across multiple time zones.
• Maintaining high customer satisfaction amidst evolving challenges.
• Balancing strategic planning with day-to-day management tasks.
• Leading process improvements with cross-functional teams.

ASSUMPTION: The dynamic nature of the support environment requires resilience and a capacity for rapid adaptation to changing customer and operational needs.

📈 Similar Roles Comparison

• This role emphasizes ERP system expertise more than typical support manager roles.
• Greater focus on strategic alignment with company-wide objectives.
• Comparable roles elsewhere may not require as much cross-departmental collaboration.

ASSUMPTION: Compared to similar roles at other companies, this position might offer broader strategic impact and require deeper technological knowledge due to QAD’s specific focus and industry standing.

📝 Sample Projects

• Developing a customer feedback system to enhance service response time.
• Implementing a new ERP support workflow optimizing case resolution pace.
• Leading cross-departmental initiatives to streamline customer issue resolutions.

ASSUMMA SION: Candidates may expect involvement in strategic projects designed to significantly influence the company's service delivery model.

❓ Key Questions to Ask During Interview

• How does this role fit into QAD's long-term strategic goals?
• What are the immediate challenges this team is facing?
• Can you describe the company culture and team dynamics?
• How are escalation protocols managed currently, and what improvements are sought?
• What opportunities does QAD provide for professional development and growth?

ASSUMPTION: Interview questions should be aimed at understanding the depth of strategic importance this role holds within QAD and its alignment with the overall business objectives.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through QAD's website
• Include a cover letter detailing your ERP experience and leadership roles.
• Prepare a list of references, emphasizing past managerial positions.
• Be ready to discuss specific instances of problem-solving in fast-paced environments.
• Confirm availability for potential relocation if residing outside preferred cities.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.