HEAD OF CUSTOMER SUPPORT

Department

Head of Customer Support

Reports To

CEO/COO

Job Summary

An experienced Head of Customer Support to lead, govern, and scale ERP support and delivery across the organization. This role serves as the single-point owner of ERP business domain knowledge, customer success, and delivery execution, acting as a bridge between customers, support teams, business analysis, QA, development, and leadership.

The ideal candidate brings a strong mix of ERP functional expertise, technical understanding, project management, Agile delivery leadership, and people management, with proven experience operating at a head in an ERP product-based environment.

Key Responsibilities

1. Executive Customer Ownership & Stakeholder Management

• Act as the primary escalation and relationship owner for key ERP customers.
• Represent the organization in high-level customer discussions, escalations, and delivery reviews.
• Own customer satisfaction, ERP adoption success, and long-term account health from a functional and delivery perspective.

2. ERP Support Operations & Department Leadership

• Provide end-to-end process quality assurance of ERP functional and technical support teams.
• Define and enforce support standards, SLAs, escalation frameworks, and service quality benchmarks.
• Ensure seamless coordination between Support, BA, QA, and Development teams.
• Build a culture of accountability, ownership, and customer-first execution.

3. ERP Business Analysis & Domain Governance

• Act as the organizational authority on ERP business domain knowledge.
• Lead complex requirement discovery sessions and stakeholder workshops.
• Translate business needs into approved functional designs, user stories, and process flows.
• Review and sign off on BRDs, FRDs, change requests, and functional scope.
• Govern UAT strategy, execution, and business sign-off.

4. ERP Implementation & Functional Delivery Oversight

• Provide leadership oversight for ERP implementations, upgrades, and major rollouts.
• Ensure implementations align with defined scope, timelines, and business objectives.
• Own functional quality during configuration, UAT, go-live, and hyper-care phases.

5. Technical & Analytical Leadership

• Possess strong technical understanding of ERP systems, architecture, integrations, and data flows.
• Establish and maintain dashboards and analytics for support performance, delivery health, and customer KPIs.
• Use data-driven insights to drive continuous improvement and executive decision-making.

6. Talent Development, Training & Capability Building

• Own ERP functional capability building across support and BA teams.
• Design structured onboarding, training, and upskilling programs.
• Mentor senior team members and develop future leaders within ERP operations.

7. Cross-Functional & Pre-Sales Leadership

• Act as the central coordination authority between Support, BA, QA, Development, Sales, and Management.
• Provide senior-level functional and delivery input during pre-sales discussions, demos, and solutioning.
• Support strategic planning related to ERP product usage, customer expansion, and service maturity.

9. KPIs, Reporting & Continuous Improvement

• Define and own KPIs including SLA compliance, customer satisfaction, sprint velocity, UAT success, issue recurrence, and delivery predictability.
• Present regular operational and delivery reports to executive leadership.
• Drive continuous improvement initiatives across ERP support and delivery operations.

Required Skills & Experience

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field.
• 7-10+ years of ERP experience across support, functional consulting, business analysis, and delivery roles or cross-functional teams.
• Proven experience managing ERP projects and Agile delivery frameworks from scratch.
• Excellent leadership, communication, analytical, and decision-making skills.

Job Type: Full-time

Work Location: In person