Job Overview:

Franpos, a leading provider of comprehensive pet retail solutions, is seeking a skilled Deployment and Support Manager to oversee the implementation of our software solutions across multiple client locations and provide high-level technical support. This position requires a strong background in software deployment, technical support management, and customer relationship management.

Responsibilities:

• Manage the end-to-end deployment of Franpos software solutions across multiple client sites, ensuring timely and accurate installation, configuration, and integration.
• Develop and execute deployment plans, coordinating with internal teams and clients to minimize disruptions.
• Oversee technical support operations, providing guidance to support staff and resolving escalated customer issues efficiently.
• Analyze deployment challenges, identify process improvements, and implement best practices to enhance operational efficiency.
• Create and maintain comprehensive deployment documentation, including project plans, technical guides, and training materials.
• Monitor system performance and troubleshoot issues, coordinating with engineering and product teams to implement fixes.
• Provide ongoing training and support to clients, ensuring optimal system utilization and client satisfaction.
• Maintain accurate records of deployment activities, project statuses, and support requests in the CRM system.
• Collaborate with sales and account management teams to identify upselling and cross-selling opportunities during deployment.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s degree preferred).
• 5+ years of experience in software deployment, implementation, or technical support management.
• Strong knowledge of SaaS platforms, enterprise software solutions, and CRM systems.
• Excellent project management skills with a proven track record of managing multiple deployment projects simultaneously.
• Proficiency in troubleshooting software and hardware systems in a retail environment.
• Strong communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Experience working with distributed teams and managing client relationships.
• Ability to travel to client sites as needed (up to 30%).

Preferred Skills:

• Familiarity with the pet retail industry and multi-location deployment scenarios.
• Knowledge of C#, .NET, or similar programming languages for system integration.
• Experience with cloud-based platforms, specifically Azure or AWS.