Manager/Senior Manager Customer Support

OverviewThe PowerPlan Customer Support team provides technical and functional software expertise to ensure our customers reach their business goals with industry-leading customer satisfaction. We are looking for a Product Support Manager who will play a critical role in the future direction of PowerPlan by assisting with a continuing optimization of support best practices for both on-premises and cloud-based/SaaS technology support. Engagement with individual team members to assist with their growth and development is also crucial.The ideal candidate will be someone who can effectively lead a team with varying levels of experience, including a significant portion of junior team members. The successful candidate will also possess the technical acumen to guide the team in critical initiatives, particularly those related to our next generation platform readiness. Preferred experience with PowerPlan software to help facilitate a smooth transition and leverage existing knowledge of PowerPlans infrastructure and build trust quickly.Key Performance ObjectivesEnsure quality of work provided by Product Support team: Develop repeatable processes and monitor metrics to improve team efficiencies and increase capacity. Perform periodic QA checks to ensure quality of work provided by Product Support team members. Implement at least two new processes to improve team efficiencies and increase capacity. Perform QA checks on at least 10% of the work provided by Product Support team members each week. Increase team efficiencies by 10% and decrease errors in work performed by Product Support team members by 15%.Assist in identifying areas of growth for the team and implement initiatives in alignment with strategic objectives: Partner and collaborate with leadership from other departments to ensure alignment with broader PowerPlan objectives. Assist in identifying areas of growth for the team and implement initiatives in alignment with strategic objectives. Identify at least two areas of growth for the team and develop outlined plans to implement initiatives in alignment with strategic objectives. Work with leadership and other departments to identify growth opportunities and implement initiatives in alignment with strategic objectives. Increase team growth by 5% and improve alignment with broader PowerPlan objectives by 10%.Understand the capabilities and development needs of each direct report: Set goals with each direct report that align with their career aspirations, developmental needs, and the company's goals. Coordinate with other departments to get feedback on performance and ensure new team members come up to speed quickly. Develop at least three career development plans for each direct report and track progress towards goals on a monthly basis. Obtain feedback on performance from at least two other departments every quarter. Improve employee satisfaction by 10% and reduce employee turnover by 5%.Utilize advanced communication skills to de-escalate customer situations and ensure resolution while maintaining quality standards: Provide feedback inside and outside the department to improve quality of work performed by PowerPlan. Align with other departments acting as a customer's internal advocate to improve the customer interactions with Product Support and the PowerPlan application. Successfully resolve at least 90% of escalated customer situations within 24 hours. Provide feedback on at least two areas for improvement within the department and at least two areas for improvement in other departments every quarter.RequirementsBachelor's degree in Business, Engineering, Computer Science, Mathematics or equivalent combination of education and relevant experience3+ years work experience in similar position or having equivalent kind of skills experienceExperience with support of a SaaS product; transition from on-prem/cloud to SaaS a plus.Excellent written and verbal communication skillsDemonstrated ability to achieve results and solve complex problemsDemonstrated ability to coach and develop team membersAbility to influence and direct team members towards achieving a common goalProcess orientation that demonstrates ability to analyze, design, and build complex processesAbility to work independently and collaborate with others as part of a teamAbility to quickly establish oneself as a trusted advisor to PowerPlan's customers and employeesUnderstanding of system and network architecture, system platforms, system access, database design, SQL queries, and network protocolsExcellent organizational and time management skills Must be authorized to work in the USPreferredAdvanced degree in Computer Science, Information Technology, or a related subject matter field (Tax, Accounting)Knowledge of ERP implementations and financial accounting processes (General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Project Accounting, Close, Budget)Knowledge and experience with developing complex SQL queriesHands-on experience working on or with capital projects, capital budgets and fixed asset accounting, or business tax softwareIndustry experience within oil and gas, mining, transportation, natural resources, utilities, energy markets or telecom

Created: 2025-05-11