Software Support & Deployment Manager

What'sJob Title: Software Support & Deployment Manager

Location: Lahore, Pakistan (Remote/Hybrid Options Possible)
Industry: SaaS / Retail Technology / Cloud ERP
Salary Range: PKR 90,000 – 150,000 per month
Experience Required: 5–6+ years
Reporting to: Head of Customer Success / CTO

About TradeUnleashed

TradeUnleashed is a modern Omni-Channel Cloud Retail Management System (RMS) and Pakistan’s leading Retail ERP platform, built for fast-growing retail, manufacturing, and eCommerce businesses.

Our SaaS platform unifies inventory, POS, order management, accounting, logistics, and business intelligence into one powerful system. We help brands streamline operations, automate complex workflows, and gain real-time visibility across stores, warehouses, online channels, fulfillment, and finance.

Designed for scale and built on modern cloud architecture, TradeUnleashed powers thousands of daily transactions for retailers who demand performance, reliability, and innovation. Our mission is to bring world-class retail technology to emerging markets and help businesses operate smarter, faster, and more efficiently.

Role Overview

We are seeking a proactive, technically skilled, and customer-centric Software Support & Deployment Manager to lead client onboarding, deployment, configuration, and ongoing technical support of our TradeUnleashed platform. This role combines hands-on SaaS deployment, customer training, technical troubleshooting, and operational leadership to ensure clients are successfully onboarded and delighted throughout their journey.

Key Responsibilities

Deployment & Implementation

• Lead end-to-end deployment of TradeUnleashed for new clients — including setup of modules such as cloud POS, inventory, orders, accounts, eCommerce integrations, and courier/logistics.
• Customize and configure the software to match unique customer workflows and requirements.
• Validate deployment success with end-to-end testing and sign-off prior to go-live.
• Build deployment templates, checklists, and documentation to streamline future implementations.

Technical Support & Customer Success

• Act as the primary technical contact for client issues across the software stack — from configuration and integrations to data discrepancies and workflow problems.
• Troubleshoot and resolve customer tickets using structured root-cause analysis and best practices.
• Work closely with the engineering team to escalate bugs, enhancements, and product refinements.
• Provide in-depth training and onboarding sessions for users and admin teams.

System Integrations

• Support and validate integrations with third-party systems such as eCommerce platforms (e.g., Shopify, marketplaces), accounting tools, and courier partners.
• Coordinate API setup, data mapping, and synchronization schedules when required.

Documentation & Knowledge Base

• Maintain and improve internal and customer-facing documentation, guides, videos, and FAQs.
• Create SOPs, deployment blueprints, and customer playbooks to reduce learning curves and streamline support.

Continuous Improvement

• Review client usage patterns and feedback to propose product, process, and training enhancements.
• Gather customer insights for product management and help prioritize future capabilities.

Required Skills & Experience

Technical Skills

• 5–6+ years experience in SaaS deployment, technical support, IT consulting, or ERP/CRM implementation.
• Strong understanding of cloud software workflows — POS, inventory, orders, accounts, reporting, and integrations.
• Experience with API integrations, data imports/exports, and troubleshooting.
• Familiarity with databases (SQL basics), scripting, or data transformation tools is a plus.
• Comfortable working with ticketing tools (freshdesk, Jira, etc.) and remote support systems.

Customer & Leadership Skills

• Exceptional communication and presentation abilities — able to train and explaintechnical workflows to non-technical users.
• Strong problem-solving mindset with patience and empathy for customers.
• Ability to lead deployment projects, coordinate with cross-functional teams, and manage multiple clients concurrently.

Educational Background

• Bachelor’s degree in Computer Science, Software Engineering, Business Information Systems, or related discipline (preferred).
• Professional certifications in IT/ERP/SaaS support are a bonus.

Performance Metrics

Your success in this role will be measured by:

• Timely and successful client deployments (quality & deadlines).
• Customer satisfaction (CSAT) and reduction in repeated tickets.
• Average time-to-resolution for support issues.
• Quality and adoption of support documentation.
• Contribution to product enhancements and process efficiencies.

Why Join TradeUnleashed?

• Work with a fast-growing, cloud-native SaaS product helping hundreds of retail and eCommerce brands scale.
• Opportunity to shape customer success processes and influence product direction.
• Collaborative, dynamic environment with career growth opportunities.

Please Whatsapp (No Calls) +92 312 4555996 the following information

1. What's your last gross salary?

2. Expected Salary

Job Type: Full-time

Pay: Rs100,000.00 - Rs150,000.00 per month

Application Question(s):

• Do you manage Support and deployment Team?
• Do you have experience with ERP Software Support and Deployment?

Work Location: In person