Agileone - Business Applications Support Manager (5-15 yrs) (Agile One)

You Have (Requirements):

The successful candidate will have experience growing a customer support team for SaaS applications. We are looking for strong customer service skills, a technical background and 3+ years managing Support teams.

Ideally you have experience with SaaS ERP systems, namely NetSuite and Sage Intacct. You possess high positive energy and love helping customers. You are well organized and never miss any important milestones. You are a diligent worker, technically savvy, a problem solver, and do whatever it takes to deliver value to our clients. You will make it your priority to positively impact and help our customers . You use your expertise, creativity, and passion to meet our customer needs.

- Accounting background and/or knowledge a plus

- Experience supporting end users with general finance application questions

- Excel proficiency preferred, including ability to create data transformation workbooks and/or macros to facilitate uploads of data

- Experience with third party marketplace partners such as Expensify, Bill.com, Nexonia, Concur and Salesforce is a plus.

- Experience with other SaaS ERP packages including NetSuite, Sage, Dynamics, Great Plains, and/or QuickBooks is a plus, but not required.

- Experience managing a Support team (three year minimum)

- SaaS industry experience - you have not only managed a team but you have managed a team supporting a SaaS platform

You Will (Job Responsibilities):

- Manage and build a team of customer support people, leading process development, technical support system development and escalation processes

- Identify recurring issues, perform root cause analysis, and provide suggestions

- Ensure that tickets are followed up on, kept up to date, and properly closed to ensure adherence

- Measure, report on, and drive the team to meet SLAs for customer support

- Assist in product testing and research

- Own bugs, prepping of feature requests, and ownership of the Case queue

- Oversee all Tech Support related metrics and reporting

- Provide technical expertise and data skills for specific SaaS ERP data migration projects, which include analysis of legacy files, matching of data and validating data, field mapping, field transformation and normalization logic, consolidating, transforming, and migrating data from many source systems

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