Manager/Senior Manager, Customer Support

The PowerPlan Customer Support team provides technical and functional software expertise to ensure our customers reach their business goals with industryleading customer 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 onpremises and cloudbased/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 Objectives

1. Ensure 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%.
2. 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%.
3. 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 companys 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%.
4. Utilize advanced communication skills to deescalate 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 customers 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.

• Bachelors degree in Business Engineering Computer Science Mathematics or equivalent combination of education and relevant experience
• 3 years work experience in similar position or having equivalent kind of skills experience
• Experience with support of a SaaS product; transition from onprem/cloud to SaaS a plus.
• Excellent written and verbal communication skills
• Demonstrated ability to achieve results and solve complex problems
• Demonstrated ability to coach and develop team members
• Ability to influence and direct team members towards achieving a common goal
• Process orientation that demonstrates ability to analyze design and build complex processes
• Ability to work independently and collaborate with others as part of a team
• Ability to quickly establish oneself as a trusted advisor to PowerPlans customers and employees
• Understanding of system and network architecture system platforms system access database design SQL queries and network protocols
• Excellent organizational and time management skills
• Must be authorized to work in the US

Preferred

• Advanced 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 queries
• Handson experience working on or with capital projects capital budgets and fixed asset accounting or business tax software
• Industry experience within oil and gas mining transportation natural resources utilities energy markets or telecom

PowerPlan is an EOE

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Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible there will be times when onsite work is required. This could include scheduled office days team meetings client meetings or special events.