Senior ERP Support Manager

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

📋 Description

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

• Promote a team culture that is collaborative, accountable, and focused on customer satisfaction.

• Establish clear expectations for team performance, communication, ownership, and accountability.

• Conduct performance evaluations and provide continuous coaching and constructive feedback.

• Assist in recruiting, onboarding, training, and professional development throughout the support organization.

• Evaluate team performance and capabilities, offering recommendations for enhancements where necessary.

• Act as a leadership escalation point for intricate customer issues and urgent support matters.

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

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

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

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

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

• Ensure customer issues are prioritized, assigned, and resolved as per established SLAs.

• Identify and execute process enhancements that shorten ticket response and resolution times.

• Analyze support metrics and operational trends to uncover areas for improvement.

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

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

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

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

• Provide insights on customer pain points, product usability, training resources, and documentation deficiencies.

• 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.

• Proven experience managing support leads, supervisors, team leads, or other leadership roles.

• Experience managing or supporting teams working with Microsoft Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms.

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

• Experience providing support to ERP software customers in a complex business application environment.

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

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

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

• Excellent customer-facing communication skills, including the capacity to manage escalated or frustrated customers with professionalism and composure.

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

• Strong analytical, troubleshooting, and problem-solving abilities.

• Exceptional verbal and written communication skills.

🏝️ Benefits

• An opportunity to make a significant impact within the company.

• A balanced approach to work and personal life.

• Comprehensive benefits that encompass health, wealth, and wellness.

• Sylogist operates as a remote-first company.