Sr. Manager, Professional Service

at  Aptean

EXPERIENCE

• Various NAV/BC functional knowledge
• Technical knowledge of Business Central
• Ability to work cross functional with on-shore/off-shore resources within services, development and infrastructure
• Strong customer facing interaction
  If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today.
  Learn from our differences. Celebrate our diversity. Grow and succeed together.
  Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability, age, status as a protected veteran or any other group status protected by law. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.
  “At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy

• Daily management of customer service requests
• Point of escalation on outstanding requests
• Weekly customer status calls with key customers
• Budget to actual alignment on service work
• Develop/implement business process reviews on classic customers
• Tight alignment with COE and custom development
• Tight alignment with Technical Hub leaders on various infrastructure and performance needs for the install base
• Review and participate in customer temperament
• Alignment with support leadership
• Alignment with account managers regarding classic customer needs
• Align with project coordinators on PS customer billing disputes
• Classic customer upgrades management
• Classic customer upgrade collaboration with technical upgrade team and custom development.
• Ownership of SOW and Change Order process for upgrades and change requests.
• PS IBS team leadership and mentoring
• Customer de-escalation
• Cross team collaboration with Aptean Tech-Hub/customer performance
• Presales install base requests with account managers-classic
• Cross team collaboration with Project Management, COE, NSS, Custom Dev & Support
• Weekly touch points
• Escalation management
• Customer transitions
• Support/service alignment on key customers