MANAGER, SUPPORT OPERATIONS
ST. PAUL, MN
Infor is fundamentally changing the way information is published and consumed in the enterprise, helping 70,000 customers in 194 countries improve operations, drive growth, and quickly adapt to changes in business demands. Infor offers deep industry-specific applications and suites, engineered for speed, and with an innovative user experience design that is simple, transparent, and elegant. Infor provides flexible deployment options that give customers a choice to run their businesses in the cloud, on-premises, or both. For additional information, visit www.infor.com.
SUMMARY:
The Support Manager is responsible for providing leadership and direction for a specified support team. Responsibilities include managing overall operations and performance of a support team, managing customer expectations and escalations, and assisting with formulation of strategies and process improvements. This position is accountable for all aspects of support for products, third party products and interfaces that fall within the support scope of a specified product area(s). This position is accountable for achieving and maintaining service levels and customer satisfaction goals as defined in KPIs and customer service level statements. The Support Manager also has the overall responsibility for staff recruitment, training, development and management of employee performance. Reports to Director or VP, Support Operations.
RESPONSIBILITIES:
• Provides direction, supervision, coaching, training and leadership to team to ensure operational effectiveness and continuous development of staff.
• Ensure staff meets/exceeds defined measurements, customer satisfaction and objectives (KPIs) with regard to responsiveness, incident closures, incident backlog and Knowledge Base use (if applicable) and refinement of solutions.
• Ensure that the goals and objectives of the team are achieved with maximum efficiency in support of the company strategic plan and global quality procedural standards.
• Recommends and implement policy and procedure changes as needed to achieve team objectives.
• Provides a leadership role in customer situations, keeping both customer and interested parties within the company informed as to on-going status.
• Represents the support organization and the customer perspective in interactions with other departments.
• Hires, conducts performance reviews, coaches, recommends salary increases, addresses discipline situations and performs other personnel management actions.
• Create a team environment that encourages and rewards high performance.
• Contributes to the maintenance revenue by recommending value-add services, i.e. Education, PSO opportunities, etc, to customer as well as to Account Reps.
• Promotes and maintains a high quality, professional, service-oriented company image among customers.
• Creates, promotes and facilitates positive relations with Services and Support partners, customers and all Infor departments.
• Monitor overall product quality and supportability for assigned product area and provide feedback to Product Development.
• Assess product enhancement and evolution to understand and plan for future required team resources including infrastructure needs.
• Manage special projects as assigned by Director or VP, Support Operations
• Accountable for development of knowledge base content (quantity and quality) for assigned product area.
• Accountable for overall support readiness for Beta and GA initiatives for assigned product area.
• Responsible for managing escalated issues and collaborating with other departments, as necessary to expedite resolution.
• Participate in 24x7 management escalation process
• Participate with budget management including budget preparation, forecasting and variance reporting
• Responsible for managing operating expenses within budget guideline and researching alternatives to limit unnecessary spending
• Travels to customer sites, as required, to provide training or delivery presentations and/or manage customer crisis situations.
REQUIRED SKILLS:
In-depth working knowledge of support services operations, proficiency in prioritizing critical customer issues and identifying training needs of the support team.
Experience in customer escalation management and negotiating/setting expectations for customers.
Excellent knowledge of standard customer service practices and procedures.
Highly advanced interpersonal and customer service/orientation skills.
Strong conflict resolutions and experience in leading teams.
Adaptable and able to work under pressure.
Ability to provide leadership role in customer situations, keeping both customer and interested parties within the company informed as to on-going status of issues
Excellent Management skills with ability to assign and monitor work.
Excellent knowledge of customer service practices and procedures.
Professional presentation and appearance.
Excellent telephone, written and verbal skills.
Highly advanced interpersonal and customer service/orientation skills.
Command of English language preferred to be able to provide oral and written communications that effectively articulates complex ideas.
PREFERRED SKILLS & KNOWLEDGE:
Highly organized and confident decision making skills.
Strong time management skills.
Experience in software support industry (not just call-center)
Understanding of KPI’s and experience in improving key metric measurements
Experience in leading a team and delivering solid performance reviews and goals to grow the team
Degree in Business Administration/Management, Computer Science or related field or equivalent relevant work experience.
General knowledge of relevant software/hardware, technology or design and implementation of business applications.
Proficient PC skills and various tools used to improve team proficiency.
Equal Opportunity Employer. Infor does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state in which you work.
In compliance with the OADA, should you have a disability and would like to request an accommodation in order to apply for a currently open position with Infor, please call (678) 319-8000 or email us at ADAAA@infor.com.
