Remote Otter LogoRemoteOtter

Sr. Manager, Strategic Account Support - Remote

Posted 4 weeks ago

Overview

The Sr. Manager, Support Team is a senior leadership role responsible for managing a high-performing team of ERP support engineers, ensuring the delivery of exceptional customer experiences and operational excellence.

In Short

  • Manage a team of ERP support engineers.
  • Foster a customer-centric culture.
  • Drive team performance and operational excellence.
  • Oversee case management and escalation handling.
  • Implement process improvement initiatives.
  • Participate in shift rotations and on-call coverage.
  • Collaborate with cross-functional departments.
  • Monitor team performance metrics.
  • Develop staffing and scheduling plans.
  • Enhance support workflows and team capabilities.

Requirements

  • Bachelor’s Degree in Information Technology or related field.
  • 10+ years of experience in technical support.
  • 5+ years in a leadership role.
  • Familiarity with ERP systems.
  • Strong leadership and communication skills.
  • Experience in escalation handling and process optimization.
  • Certifications such as ITIL or PMP are a plus.
  • Ability to engage technical and non-technical stakeholders.
  • Strong analytical and problem-solving abilities.
  • Adaptable to evolving technologies and customer needs.

Benefits

  • Programs for work-life balance.
  • Opportunity to join a growing business.
  • Collaborative culture.
  • Atmosphere of growth and opportunity.
  • Compensation packages based on experience.

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