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Director, Customer Solutions
Job#: Ross
Positions: 0
Posted: 07/10/2017
Job Type: Full Time
Location: US-GA-Alpharetta
Department: Customer Solutions
Category: Support
Salary: Salary
Benefits: Benefits
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Job Description

Would you like to be a part of the organization where high energy meets intellect? If you get excited by solving puzzles and working in a collaborative environment, then Aptean wants to work with you!!

Aptean is a leading global provider of industry-focused mission critical enterprise software solutions. Our solutions help nearly 6,500 organizations stay at the forefront of their industries by satisfying their customers and continuing to operate more efficiently. Headquartered in Alpharetta, GA, Aptean has offices in North America, Europe, and India, as well as an extensive Partner Channel. Our customers are located in 74 countries across Europe, Latin America, and North America.     

 Aptean is focused on providing products and solutions to customers in specific verticals. Our products are rich in feature and functionality and delivered on premise, SaaS and Hybrid delivery models. Aptean’s products deliver value at lowest total cost of ownership and scale with needs of our customers. Most of our products and solutions are leaders in the vertical market segments they serve.

Aptean uses its core values of Drive For Results, Win Together, Foster Innovation, and Be Courageous to guide its employee community to serve every customer in every geography and market.

Responsible for leading a diverse team of professional services and technical support resources in delivering a high level of customer service and satisfaction in the execution of services projects and in resolving customer problems related to Aptean products in the ERP and Supply Chain sector.  Accountable for ensuring high quality of product and process knowledge and service delivery.
 

Responsibilities include forecasting customer solutions revenue and expense; providing feedback to senior management on performance assessments of services & support functions; development of staff to achieve business objectives; coaching team members in their functions to ensure they are growing functionally and technically, and succeeding in their job function; executing plans to enhance the skills of team members and promoting knowledge sharing within Services & Support. 

 

Reports to the Vice President, Customer Solutions and has frequent contacts with customers, peers, managers, and members of R&D and Customer Account Management. Primary interface point between Sales and Services; responsible for the development of Statements of Work (SOWs) and for assisting Sales during sales opportunities.

Operations Management

  • Provide regular reports to senior management on the performance and effectiveness of the department against financial targets, utilization metrics, customer satisfaction, project health and other key Services & Support metrics.
  • Ensure all services and support functions are performed in accordance with documented procedures, methods and standards
  • Participate in implementation and governance of Pathfinder service delivery methodology and Knowledge Centered Support methodology within the team.
  • Drive adherence to the invoicing process and schedule for billable services.
  • Identify improvements in processes, products and personnel to improve the overall effectiveness of the team.
  • Ensure proper handling of management escalations and work with appropriate departments to resolve issues quickly.
  • Review, respond and follow up on issues related to customer satisfaction and retention, including support ticket and services project customer satisfaction surveys
  • Participate in in the Product Leadership Team and ACT/Red/Yellow/At Risk/Premium initiatives.
  • Maintain high-level knowledge of relevant product and service offerings.
  • Perform the lead role in creating and pricing services SOWs in response to quotation requests and Delivering presentations to Customers/Prospects on the subject of services.

Strategic Planning and Financial Reporting

  • Participate in setting quarterly and annual forecast, business objectives and goals for the team.
  • Recommend and maintain budgets for Customer Solutions revenue and expenses.
  • Maximize cost efficiencies in the services and support department while maintaining top level customer satisfaction.
  • Participate in evaluating measurement criteria for organizational performance including:  customer satisfaction, operating efficiency, and employee satisfaction.
  • Report on key financial performance indicators as required.
  • Participate in cross-functional planning for new product releases with a focus on team readiness and supportability.
  • Ensure a growing knowledgebase that improves the effectiveness of the support teams and the information available to our customers.
  • Establish requirements for the enhancement of existing programs, processes, systems, and technology to support and enhance the services and support function.

Resource Management

  • Participate in global staff recruitment and retention of support and service personnel, in such roles as project manager, technical analyst or consultant, application analyst or consultant, etc.
  • Manage global staffing levels and co-ordinate workload balancing between teams/locations to ensure utilization target achievement and a consistent level of customer support and satisfaction.
  • Approve timesheets and PTO requests for direct reports.
  • Ensure delivery of training sessions, staff orientations, and regular team meetings.
  • Provide paths for increased product knowledge to ensure staff is up to date with industry changes.
  • Prepare and present quarterly and annual performance reviews.
  • Adapt and implement employee satisfaction and development programs to drive employee motivation, achievement and satisfaction.\
  • Ensure updating of a global skills matrix to ensure adequate product knowledge and coverage across multiple time zones and support hubs.
  • Act as a role model, coach, and mentor for department leads and employees.
  • Foster an environment of ownership, pride and teamwork.
  • Identify and resolve barriers to employee success

Other

  • Ability to travel as required.
  • Participation in special projects as assigned by manager.




Skills/Requirements

Education

Required:   B.A. / B.S. / B.E. in a related field

 

Experience

Required:   5+ years leadership experience in ERP / Supply Chain consulting

                    or professional services in a service oriented organization

                       

Preferred:   Additional management experience in technical or customer support

 

Technical Knowledge and Skills

Required:   Broad understanding of ERP and SCM business applications systems

  • Experience building and managing high performing teams
  • Track-record in providing outstanding customer service
  • Strong analytical problem solving and decision making skills
  • Excellent time management and organizational skills
  • Must have excellent verbal and written communication skills
  • Excellent interpersonal skills combined with strong leadership abilities
  • Ability to work efficiently and independently
  • Ability to handle difficult or sensitive situations with diplomacy and tact
  • Ability to provide meaningful and constructive feedback to others
  • Preferred:  
  • Experience in the Food and Beverage manufacturing industry
  • Thorough understanding of technical support center operations
  • Experience with the software development lifecycle
  • Functional/technical background in assigned product area

Work Hours

Required:   Should be willing to work flexible shifts; travel required.

If you are determined to give your best every day and you are seeking an opportunity to work with an amazing group of people, then apply online today!

Aptean, Inc., is an Equal Employment Opportunity Employer. In accordance with applicable federal, state and local laws No applicant for employment with Aptean shall be subjected to discrimination because of race, color, sex, national origin, religion, disability, age, covered military veteran status, reprisal for engaging in anti-discrimination activities, protected genetic information, sexual orientation or parental status.

 

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