Support manager

Service Delivery Manager (ERP)

Location: UK (remote with about 5 days a month travel to clients/office)
Works closely with: Product Managers, Delivery/Projects, Support, Development, Leadership Team
to £60,000 base (DOE) + performance bonus (5% - 20%)

This role is support manager overseeing 10 product managers who typically work in sub-teams covering each module of the ERP solution:

• CRM
• Finance
• Manufacturing
• Distribution
• Project management

The first 6 months of the role will be taking charge of the queue, managing the escalations, customer communication, ensuring that the 50 clients are properly looked after and that issues are resolved in a considered coordinated way, that developers/product managers are doing the right thing, priorities are correct and the team feels like a bunch of teckies pulling together.

The next 6 months is around client account reviews, working with a customer success manager (that you may need to hire) to start building fuller more durable relationships, set account objectives and have an understanding of what they want, where they are and a firm understanding of the stickiness of the clients to ERP solution and company.

Year 2 is about taking on more operational responsibility and growing your leadership position in the company, whilst still managing the support team and the customer success manager(s).

The job involves some hands on support work overseeing issues, managing the queue and dealing with the product managers, you will need enough technical skills to understand black from white.

Health warning!

As a small entrepreneurial company you will have the opportunity to engage in all sorts of tasks from Sales, Marketing, web site design, business strategy, product direction / development, hiring / interviewing, and anything else that happens to be a priority at the time, if you see this as a challenge, as exciting, as an opportunity to grow, this is a the company for you. If you see this as a distraction from your core job and an annoying pull on your time, then this is probably not the place for you.