Senior ERP Support Manager

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Sylogist, Ltd.

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1995

☁️ SaaS

💸 Finance

📚 Education

SaaS • Finance • Education

Sylogist, Ltd. is a public sector SaaS company that provides a comprehensive suite of ERP, CRM, fundraising, education administration, and payments solutions. The company serves a variety of sectors including nonprofits, education, and government. Its tailored solutions include donor management, student information systems, and municipal ERP for grant management and victim services, backed by partnerships with Microsoft. Sylogist aims to modernize finance, fundraising, and administration processes to improve operational efficiency and better support the missions of its clients.

📋 Description

• Lead, coach, mentor, and develop support leads and support professionals across multiple product lines • Foster a collaborative, accountable, and customer-centric team culture • Set clear expectations for team performance, communication, ownership, and follow-through • Conduct performance reviews and provide ongoing coaching and feedback • Support recruiting, onboarding, training, and development across the support organization • Assess team performance and capabilities, making recommendations for improvement where needed • Serve as a leadership escalation point for complex customer issues and high-priority support situations • Jump into escalations when needed by reviewing ticket details, joining customer conversations, and helping guide troubleshooting efforts • Help support leads and team members work through ERP, accounting, product, and customer-related challenges • Help determine whether issues are related to configuration, user process, accounting workflow, data, product defects, training gaps, or other root causes • Provide support coverage and leadership assistance during periods of increased ticket volume, team absences, or urgent escalations • Oversee day-to-day support operations, ticket queues, workloads, escalations, and service levels • Ensure customer issues are prioritized, assigned, and resolved in accordance with established SLAs • Identify and implement process improvements that reduce ticket response and resolution times • Review support metrics and operational trends to identify opportunities for improvement • Perform root cause analysis on recurring support issues and help implement long-term corrective actions • Improve support workflows, documentation, procedures, and day-to-day operating practices • Partner with Product, Development, Customer Success, and Professional Services teams to resolve customer issues effectively • Ensure product defects, recurring issues, and enhancement opportunities are documented, communicated, and tracked appropriately • Provide feedback on customer pain points, product usability, training resources, and documentation gaps • Support effective communication between customer-facing teams and technical/product teams

🎯 Requirements

• 3+ years of experience leading customer-facing software support teams • Experience managing support leads, supervisors, team leads, or other people leaders • Experience managing or supporting teams working with Microsoft Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms • Strong understanding of accounting principles, financial processes, and business operations • Experience supporting ERP software customers in a complex business application environment • Hands-on support leadership experience, with the ability to jump into complex tickets, escalations, customer calls, and ERP/accounting-related troubleshooting when needed • Experience managing support queues, escalations, SLAs, and customer satisfaction metrics • Proven ability to improve support processes, team accountability, and operational performance • Strong customer-facing communication skills, including the ability to handle escalated or frustrated customers with professionalism and calm • Experience working cross-functionally with Product, Development, Customer Success, or Professional Services teams • Strong analytical, troubleshooting, and problem-solving skills • Excellent verbal and written communication skills

🏖️ Benefits

• A healthy work-life balance • Benefits that cover health, wealth, and wellness