Senior Customer Support Manager | Manufacturing

Transform customer support into a strategic advantage!As aSr Manager, Customer Support, you will direct the strategic planning of a support team. You will own budget and expense priorities for the teams and be responsible for overall administration, coordination, evaluation, and enhancement of support policies, programs, and practices.

What you will be doing:

• Oversee, manage, and motivate the customer support organization team.
• Proactively improve processes and methodologies to effectively provide customer support and increase customer satisfaction.
• Develop and monitor an annual budget that includes training, travel requirements, and other customer support activities.
• Lead and participate in projects that involve change within the organization.
• Provide insight into industry trends and common customer issues as a consultant for other team members.
• Build relationships with senior management and key customers to provide proactive solutions and improve customer satisfaction.
• Oversee the effectiveness of metrics for customer support and recommend improvements.
• Ensure the tools and processes the support team uses are optimized to provide our customers an excellent support experience.
• Act as the "customers' voice" when discussing our customers' experience, and partner closely with Epicor's Professional Services, Product Management, and Development teams to identify and prioritize product configuration improvements, bug fixes, and enhancements.

What you will likely bring:

• 5+ years of managing and developing employees.
• 3+ years of specialized/industry experience.
• Bachelor's degree (or equivalent experience).
• Strategic planning skills to lead a team.
• Coaching and leadership skills to develop a team.
• Ability to consult, lead and deliver complex operational projects involving multiple stakeholders.
• Strong knowledge of testing processes and methodologies; strong technical skills.
• Experience working with CRMs and/or issue management tool SaaS or e-Commerce experience.

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Whatever your career journey, we'll help you find the right path. Through our training courses, mentorship, and continuous support, you'll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we're the essential partners for the world's most essential businesses-the hardworking companies who make, move, and sell the things the world needs.

Range:

The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position.

Recruiter: