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.

The Senior Manager, Customer Solutions ensures that all customer-facing operations (both billable and those covered under a contract) are successfully and efficiently delivered to customers.  These responsibilities generally cover all support and services duties.  The role also maintains customer satisfaction by providing problem-solving resources and managing staff.

Scope

Scope: Establishes operational objectives and work plans, and delegates assignments to subordinates. Senior management reviews objectives to determine success of operation. Involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect.

Complexity: Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives. Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results. Establishes and assures adherence to budgets, schedules, and work plans, and performance requirements.

Supervision: Manages activities of two or more sections or departments. Exercises supervision in terms of costs, methods, and staffing. In some instances, may have subordinate team leads.

Interaction: Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.

Principal Duties and Responsibilities

1. Develop, manage and coach manager(s) or direct reports to build successful teams and deliver an exceptional customer experience.
2. Analyze team performance to drive improvement in KPIs and close performance gaps.
3. Make decisions about business policies, managing risks and resolving employee issues.
4. Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives.
5. Establish open and collaborative dialogue with the Product Leaders, Product Management, Development, QA and Sales teams to keep abreast on company and product initiatives, releases and ad hoc projects meant to improve the customer experience.
6. Hold regular meetings to discuss performance trends and pass on corporate and local initiatives.
7. Responsible for providing regular feedback on annual performance reviews, employee rating and employee development plans. Take corrective action to manage performance as appropriate.
8. Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
9. Effectively respond to escalated customer service issues to ensure proper resolution.
10. Effectively interview and recommend candidates for hire.
11. Perform other related duties as assigned.

Education

Bachelor's degree

Work Experience (Indicate the approximate years of relevant work experience necessary for this position)

Typically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 4 years' experience; or equivalent experience. Typical range of experience is 8 -15 years.

Knowledge

·         Knowledge and understanding of the mechanics of specific jobs in the department.

·         Has in depth product knowledge in order to better support employees and customers.

·         Knowledge of business and management principles and practices.

·         Knowledge and understanding of the Customer Support and Professional Services roles.

·         Ability to put together budgets and forecasts. 

Skills and Abilities

·         Strong work ethic, self-starter, able to work independently and with minimal supervision.

·         Ability to lead, influence and work collaboratively in teams of diverse disciplines and cultural backgrounds.

·         Excellent oral and written communication and presentation skills.

·         Willingness to travel as required.

·         Experience with Microsoft Office Software computer skills – comfortable and proficient in a technology-driven business.

·         Needs to have discretion when dealing with sensitive situations.

·         Ability to adapt to changing environments.

·         Proven coaching skills that can impact both front-line agents and develop supervisors.

·         Proven ability to close performance gaps.

·         Proven ability to multi-task.

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.