Senior ERP Support Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead, coach, mentor, and develop support leads and professionals across various product lines.

• Cultivate a collaborative, accountable, and customer-focused team culture.

• Establish clear expectations regarding team performance, communication, ownership, and follow-through.

• Conduct performance evaluations while offering continuous coaching and feedback.

• Assist with recruiting, onboarding, training, and development within the support organization.

• Evaluate team performance and capabilities, providing recommendations for enhancements as necessary.

• Act as a leadership escalation point for intricate customer issues and high-priority support matters.

• Engage in escalations when required by reviewing ticket details, participating in customer discussions, and aiding in troubleshooting efforts.

• Support leads and team members in navigating ERP, accounting, product, and customer-related challenges.

• Determine whether issues stem from configuration, user processes, accounting workflows, data, product defects, training deficiencies, or other underlying causes.

• Offer support coverage and leadership assistance during times of heightened ticket volume, team absences, or urgent escalations.

• Supervise daily support operations, ticket queues, workloads, escalations, and service levels.

• Ensure customer concerns are prioritized, assigned, and resolved according to established SLAs.

• Identify and implement process enhancements that minimize ticket response and resolution times.

• Analyze support metrics and operational trends to uncover improvement opportunities.

• Conduct root cause analysis on recurring support issues and assist in implementing long-term corrective measures.

• Enhance support workflows, documentation, procedures, and daily operational practices.

• Collaborate with Product, Development, Customer Success, and Professional Services teams to effectively resolve customer issues.

• Ensure product defects, recurring issues, and enhancement opportunities are documented, communicated, and tracked properly.

• Provide feedback on customer pain points, product usability, training resources, and documentation shortcomings.

• Facilitate effective communication between customer-facing teams and technical/product teams.

⛳️ Requirements

• A minimum of 3 years of experience leading customer-facing software support teams.

• Experience in managing support leads, supervisors, team leads, or other leadership roles.

• Background in managing or supporting teams that work with Microsoft Dynamics 365 Business Central, Dynamics NAV, or comparable ERP/accounting platforms.

• Strong comprehension of accounting principles, financial processes, and business operations.

• Experience in supporting ERP software customers within a complex business application setting.

• Practical support leadership experience, with the capability to engage with complex tickets, escalations, customer calls, and ERP/accounting-related troubleshooting when necessary.

• Experience in managing support queues, escalations, SLAs, and customer satisfaction metrics.

• Demonstrated ability to enhance support processes, team accountability, and operational performance.

• Strong customer-facing communication abilities, including the skill to manage escalated or frustrated customers with professionalism and composure.

• Experience working cross-functionally with Product, Development, Customer Success, or Professional Services teams.

• Excellent analytical, troubleshooting, and problem-solving skills.

• Outstanding verbal and written communication skills.

🏝️ Benefits

• A healthy work-life balance.

• Benefits that encompass health, wealth, and wellness.