About

Head of Customer Support (SAAS/ERP) Remote – UK Residents Only SaaS / ERP | Manufacturing | Supply Chain | Distribution | LogisticsChapman Tate Associates are partnering with a leading end-to-end ERP solutions provider delivering enterprise-grade SaaS and ERP platforms into the Manufacturing, Supply Chain, Distribution and Logistics sectors.In modern times we may come to call this role as a Head of Customer Happiness, Customer Experience Champion, Customer Journey Director, Customer Insights & Experience Lead, Head of Customer Advocacy, Head of Technical Support, Technical Support Services Manager or Customer Support Manager. There could be others but if you are involved in working with Customers, that’s a start so we would be interested in hearing from you. This opportunity is specifically aimed at professionals who understand the realities of working in complex IT-led SaaS / ERP environments.If you’ve operated at senior level within ERP implementation, managed service software accounts, or customer success functions inside a SaaS delivery model — this will feel familiar.The ContextIn ERP and SaaS, customer relationships are rarely simple.You’re balancing:Implementation timelines and resource constraintsChange requests and scope evolutionSLA performance and service creditsComplex quotations tied to professional servicesMargin protection within delivery-led engagementsCross-functional coordination between sales, pre-sales, delivery and developmentThis role sits at the centre of that ecosystem.The RoleAs Head of Customer Support, you will act as the senior commercial and relationship owner across strategic ERP