Manager, Support

Wha you will do :

• Recruit, hire, train and manage a team of Customer Support Experts and/or Team Leads (including Sr. variations of the same)
• Management activities including performance reviews, time & attendance activities, compensation negotiations, hiring and terminations
• Proactively forecast resource requirements to fulfill business needs
• Receive company strategic objectives and determine how best to accomplish goals
• Establish and maintain metrics that measure progress of team
• Provide reports on performance metrics and results to leadership
• Accomplish team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, and guiding employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards in partnership with leadership
• Coordinate onboarding of new CSEs in the Manager’s organization and participate as appropriate in job shadowing activities, encouraging adoption of processes and standards, product and process orientation sessions and ad-hoc coaching on product knowledge, processes and standards
• Build and improve processes by finding efficiencies and recommending or implementing changes to policies or practices when appropriate
• Partner with internal stakeholders to continuously improve upon processes, tools and communications
• Receive and handle escalations from clients related to service interactions with direct reports, and from internal parties related to product knowledge and service delivery
• Provide an exemplary customer service experience to internal and external stakeholders
• Collaborate cross-functionally with leadership from other functional areas including Customer Success Management and Implementation to provide excellent service to Emburse customers
• Collaborate with partners, and representatives of third-party vendors or connected/integrated technologies in support of mutual customers
• Maintain a working knowledge of connected, integrated or partnered technologies applicable to the assigned Emburse product(s) and area(s) of responsibility, and address support cases involving the same
• Remain up-to-date with Emburse’s latest product releases
• Demonstrate an ongoing commitment to increasing knowledge of Emburse products in the assigned and related area(s) of responsibility
• Oversee and have primary responsibility for the process surrounding technical escalations to development, which may include documentation, testing, progress tracking, and communication to internal and client-side stakeholders

What we are looking for :

• Education : Required - Associate or Bachelor’s degree, college diploma in related field and/or equivalent experience required
• Experience : Preferred - 3 years minimum of software support, customer service and/or transferable experience
• 3 years experience using or administrating CRM, database-driven workflow products and/or financial management software
• 3 years minimum experience working with Emburse products (or equivalent) within the area of responsibility
• 2 years minimum experience in a leadership role with direct reports and/or equivalent experience in related leadership, coaching or strategic functions
• Certifications : None required
• Excellent interpersonal skills including collaboration, negotiation and diplomacy
• Excellent organization skills and superb capability to manage competing priorities and requests from multiple stakeholders
• Excellent communication skills, both verbal and written, demonstrated both internally and externally
• Proficiency with business productivity software such as word processor and spreadsheet programs
• Learner’s mindset with drive and ability to consistently improve knowledge and abilities
• Proficiency with online web meeting presentation software
• Strong knowledge of accounting systems, practices and terminology as relevant to our product offerings
• Proficiency with Emburse products within the area of responsibility (or equivalent) and minimum 3 years’ experience demonstrating the same
• Working knowledge of related software in the business area offered by partners, competitors, and/or with supported integrations to/from Emburse products with minimum 3 year experience demonstrating the same
• Ability to assess strengths and challenges of individuals and the team as a whole, define areas for success and areas for improvement, while providing effective feedback and constructive criticism to individuals
• Business acumen enabling the Manager to connect their team’s objectives to the goals of the company as a whole, adjust processes and strategies when appropriate and make insightful recommendations to leadership
• Constant embodiment of and advocacy for Emburse’s core values, while instilling the same in direct reports