Customer Success Manager
Clarium
ERPOracle
ERP Support Manager
i-Tech Support, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ERP
About the role
- Oversee internal case management system and distribution of case work to team members
- Manage Level 1 support team and provide training on support best practices, enhanced customer satisfaction and support issue questions
- Provide Level 2 assistance on support issues, new work requests and no-code customizations as requested
- Manage client version upgrades by monitoring upcoming expirations, communicating with clients on upgrade plan, setting up test environments and ensuring upgrade deadlines are met
- Develop and utilize dashboards to help monitor case SLAs and trends and communicate with team on status
- Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices. Create Knowledge Base articles for repetitive issues.
- Regularly review new version Release Notes and Bug Fixes and update staff as to important issues. Attend Acumatica support webinars or third-party industry educational webinars. Complete and stay up to date with Acumatica badge certifications.
- Establish and maintain a positive and professional relationship with clients
Requirements
- Experience handling high-priority issues as a self-motivated and independent worker.
- Experience coaching / mentoring teammates through complex support strategies and product functionalities.
- Experience communicating with a global customer base via email, phone and live chat.
- Experience as an end-user or partner support user of Acumatica ERP software.
- Deep understanding of general business processes and ERP systems.
- Professionalism, attention to detail and a positive, customer-focused attitude are imperative
- Must be willing to work in a strong team environment.
- Must be self-motivated, with strong interpersonal skills
