Position/job description

• Single point of contact for our customers and the Brand Ambassadors of Manhattan Associates who are responsible for continued Customer Success.
• Provide support on market-leading supply chain solutions offered by Manhattan Associates and help customers achieve their business goals.
• Additionally responsible for providing new design solution for customer specific business requirements like enhancements, new functionality implementation, etc.,
• Design activities include gathering the requirements, providing configuration, process recommendations and functional design document to the customer to arrive at an efficient business solution.
• Support activities include working with customer on our application issue, troubleshoot and provide feasible workarounds and conclusive root cause analysis.
• Contribute towards building and improving customer flow and domain/business knowledge base.
• Work with technical team in developing new design solutions and permanent fix for our application issues.
• Testing responsibility including regression test scenarios to validate critical customer workflows to ensure all critical aspects of the implementation are working as expected along with successful delivery and deployment of our solution in customer production including post deployment support.
• Ability to handle production outages and peak season support. Provide immediate workarounds on critical incidents to reduce business impact within prescribed SLA.
• Demonstrate quick thinking, analytical skills and problem solving to provide faster [sometimes out of the box] solutions to our customer business problems and help increase the ROI.
• Should be able to independently support medium or high complexity customers.
• May need to augment customer's level 2 support team to provide effective solution as part of Manhattan Premier Support program.
• Should be able to work across various products/versions offered by Manhattan Associates in the same segment as per the need.
• Collaborate efficiently with internal teams within Manhattan Associates to ensure the customer requests are handled with appropriate priority along with providing the needed business context.
• Customer management - Take ownership of periodic meetings with the customers to discuss various topics. Anticipate customer mood based on the direct interactions and help provide inputs to Manhattan Associates management.

Position/job minimum requirements.

• Minimum 2 years of experience in supporting or implementing any supply chain packaged application software such as Distribution/Warehouse Management, Order Management, Labor Management, Transportation Management.
• Minimum 1 year of exposure to Cloud Software troubleshooting methods including [but not limited to] exposure to Postman, Kibana, Grafana etc.
• Minimum 2 years of experience with database troubleshooting using Oracle SQL or exposure to any related relational database.
• Minimum 1 year of exposure to UNIX/LINUX. Should know basic commands.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication [written and oral] skills.