Senior Customer Support Manager | Automotive

Transform customer support into a seamless experience! As a Sr Manager, Customer Support, you will develop operational customer support objectives and oversee a multi-product team focusing on growing enterprise customers in Epicor's automotive marketplace. You will be responsible for engaging customer leadership teams and refining processes to improve overall customer satisfaction to support customer solution rollouts and their ongoing operations. We are seeking applicants with a proactive mindset, a passion for customer success, and strong customer facing and internal team leadership skills.

What you will be doing:

• Engaging with enterprise customer leadership teams from initial rollout planning through the customer life cycle.
• Plan and direct work of a multi-product/national software support team to provide appropriate and timely solutions to customers.
• Develop strategies for diagnosing issues, identifying root causes, and implementing solutions.
• Collaborate with other managers to address and resolve evolving customer needs and issues.
• Recommend and develop company policies and best practices to ensure effective customer support and grow staff to build market leading support execution teams.
• Project planning to assist customers with Epicor product rollout and for internal projects.
• Establish key metrics to measure an effective customer support.
• Financial planning for recurring revenue and operational expense and staffing.
• Update and maintain the product support knowledge base articles and FAQs.
• Optimize the knowledge base articles and data input to monitor customer support and facilitate decision making.
• Use knowledge for industry trends and common customer issues to provide innovative solutions to customers.
• Build strong relationships with key customers to provide better solutions and improve customer satisfaction.

What you will likely bring:

• 10+ years progressive experience and demonstrated success/knowledge.
• 5+ years managing and developing employees to build strong product support teams.
• 4+ years of specialized/industry experience. Automotive experience is a plus.
• Bachelor's degree (or equivalent experience).
• Coaching and mentoring skills to lead a multi-product/national team.
• Strong operational management experience with excellent project planning skills.
• Enterprise customer management experience.
• Financial planning and forecasting experience to create annual operating plans for recurring revenue and operational expense and quarterly forecast updates.
• Ability to consult, lead and deliver complex operational projects involving multiple. stakeholders.
• Strong knowledge of testing processes and methodologies; strong combination of business and technical skills.
• Strong written and verbal communication skills
• Experience working with CRMs and/or issue management tool.
• Experience with customer data management solutions a plus.
• SaaS or e-Commerce experience.

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Whatever your career journey, we'll help you find the right path. Through our training courses, mentorship, and continuous support, you'll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we're the essential partners for the world's most essential businesses-the hardworking companies who make, move, and sell the things the world needs.

Range:

The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position.

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