Director of Application Support

Be part of something bigger. Alliance HCM is hiring a full-time Director of Application Support to our team in The Woodlands TX!

Who We Are:

At Alliance were on a mission to be the largest independent human capital management (HCM) company in the U.S.! We empower small to mid-sized businesses with our innovative cloud-based technology and unique single-database platform for managing payroll HR benefits onboarding and more. As the second-largest privately held payroll provider in the nation were dedicated to delivering top-notch HCM solutions. When you join our dynamic team youll find more than just a job; youll be part of a supportive community that celebrates your success and inspires you to reach new heights. Lets grow together and make a lasting impact!

DIRECTOR OF APPLICATION SUPPORT CORE PRIORITIES:

Youll be the leader for our application support team overseeing the daily activities to ensure client issues are properly resolved specialized reporting and data requests are appropriately completed and every case moves through Salesforce in a timely fashion. Your team handles escalated issues from all aspects of our HCM and payroll solutions and youll coach members on how to provide complex troubleshooting and client support through phone and email communication channels. When needed youll step in to personally resolve senior-level issues. Your success as our Director of Application Support will be judged on your ability to maintain a high-performing culture of accountability continuous improvement and fantastic client service.

Youll learn all about our reporting data management and case resolution processes and youll coach your team on these procedures to ensure compliance. Leveraging data and operational insights youll monitor your teams performance manage case volumes optimize response times and ensure service levels meet company expectations. Youll provide cross-departmental support as needed including helping the onboarding team with data verification and ensuring development reporting training and onboarding activities/system functionality align with client needs. When appropriate youll notify senior management about case timelines extended deadlines and team workload needs (schedule adjustments staffing changes etc.). Staying up-to-date on platform updates and changes youll play an integral part in delivering exceptional high-level client support!

DIRECTOR OF APPLICATION SUPPORT COMPENSATION:

• Competitive salary that reflects your experience and qualifications plus variable compensation
• 100% employer-paid medical dental vision life and long-term disability insurance
• 401(k) with employer match
• High-impact leadership visibility and career growth opportunity
• Innovative collaborative work culture

APPLY IF YOU MEET THESE QUALIFICATIONS:

• 5 years of experience leading application support client support or customer success teams in a SaaS HCM or payroll environment
• 5 years of experience working in an HCM environment
• Proven success managing SLAs case ticket volume and team performance targets
• Deep understanding and a strong technical foundation in systems and support operations
• Demonstrated ability to manage multiple simultaneous projects and achieve objectives in a high-growth environment
• Proficiency in Salesforce (or a similar CRM/case management platform) and Microsoft applications like Word and Excel
• Analytical mindset for making sound data-driven decisions
• Exceptional communication and interpersonal skills for collaborating and building rapport with clients and different departments
• Sharp attention to detail organizational skills and self-motivation to follow-through on initiatives

While not required our ideal Director of Application Support has some experience in payroll or benefits implementation client data conversion or human resources. Proficiency in SQL and report writing tools is desired. Knowledge of benefits timekeeping and general ledger activities would be helpful. A bachelors degree in a field like technology or human resources would also be preferred.

We value your time so weve made it easy to apply with our short initial form.

Required Experience:

Director