Senior ERP Support Manager

<div class="content-intro"><h3><span style="font-family: georgia, palatino, serif;">Company Overview</span></h3> <p><span style="font-family: georgia, palatino, serif;">At Sylogist, we are purpose-driven to “empower the good our customers do.”</span></p> <p><span style="font-family: georgia, palatino, serif;">We provide SaaS-based software solutions to the non-profit, government, and education sectors, and we take immense pride in the work of our customers and the products we build to support them. Our team is collaborative, enthusiastic and delivers on our promises. If you want to apply your skills to improve trusted technology that supports over 2000 customers around the world, then let’s talk!&nbsp;</span></p></div><h2 style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;"><strong data-olk-copy-source="MessageBody">Position Overview</strong></span></h2> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">Sylogist is looking for an ERP Support Manager to lead our customer care and technical support function across multiple software product lines, including ERP, CRM, portal, and public sector solutions.</span></div> <div style="text-align: justify;">&nbsp;</div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">Reporting to the Director of Customer Care, this role will lead support operations through product-line leads and support professionals. The successful candidate will help improve support processes, strengthen team accountability, manage escalations, reduce ticket resolution times, and ensure customers receive timely, thoughtful, and effective support.</span></div> <div style="text-align: justify;">&nbsp;</div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">This is a hands-on support leadership role. The ERP Support Manager will&nbsp;lead the team, but must also be willing to roll up their sleeves when needed. This includes jumping into complex escalations, reviewing ticket details, helping diagnose ERP and accounting-related issues, guiding troubleshooting efforts, and communicating directly with customers when additional leadership support is required.</span></div> <div style="text-align: justify;">&nbsp;</div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">The ideal candidate has experience leading customer-facing software support teams and brings a strong foundation in Microsoft Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms. Strong accounting knowledge is essential, as many of the most complex support issues involve financial processes, accounting workflows, and business-critical customer operations.</span></div> <div style="text-align: justify;">&nbsp;</div> <h2 style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;"><strong>Responsibilities Include</strong></span></h2> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;"><em>Support Leadership &amp; Team Development</em></span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Lead, coach, mentor, and develop support leads and support professionals across multiple product lines</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Foster a collaborative, accountable, and customer-centric team culture</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Set clear expectations for team performance, communication, ownership, and follow-through</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Conduct performance reviews and provide ongoing coaching and feedback</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Support recruiting, onboarding, training, and development across the support organization</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Assess team performance and capabilities, making recommendations for improvement where needed</span></div> <div style="text-align: justify;">&nbsp;</div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;"><em>Hands-On ERP Support &amp; Escalation Management</em></span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Serve as a leadership escalation point for complex customer issues and high-priority support situations</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Jump into escalations when needed by reviewing ticket details, joining customer conversations, and helping guide troubleshooting efforts</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Help support leads and team members work through ERP, accounting, product, and customer-related challenges</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Help determine whether issues are related to configuration, user process, accounting workflow, data, product defects, training gaps, or other root causes</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Provide support coverage and leadership assistance during periods of increased ticket volume, team absences, or urgent escalations</span></div> <div style="text-align: justify;">&nbsp;</div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;"><em>Support Operations &amp; Process Improvement</em></span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Oversee day-to-day support operations, ticket queues, workloads, escalations, and service levels</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Ensure customer issues are prioritized, assigned, and resolved in accordance with established SLAs</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Identify and implement process improvements that reduce ticket response and resolution times</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Review support metrics and operational trends to identify opportunities for improvement</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Perform root cause analysis on recurring support issues and help implement long-term corrective actions</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Improve support workflows, documentation, procedures, and day-to-day operating practices</span></div> <div style="text-align: justify;">&nbsp;</div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;"><em>Cross-Functional Collaboration</em></span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Partner with Product, Development, Customer Success, and Professional Services teams to resolve customer issues effectively</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Ensure product defects, recurring issues, and enhancement opportunities are documented, communicated, and tracked appropriately</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Provide feedback on customer pain points, product usability, training resources, and documentation gaps</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Support effective communication between customer-facing teams and technical/product teams</span></div> <div style="text-align: justify;">&nbsp;</div> <div style="text-align: justify;">&nbsp;</div> <h2 style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;"><strong>What We Look For In You</strong></span></h2> <p><em><span style="font-size: 12pt; font-family: georgia, palatino, serif;">Must-Haves</span></em></p> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• 3+ years of experience leading customer-facing software support teams</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Experience managing support leads, supervisors, team leads, or other people leaders</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Experience managing or supporting teams working with Microsoft Dynamics 365 Business Central, Dynamics NAV, or similar ERP/accounting platforms</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Strong understanding of accounting principles, financial processes, and business operations</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Experience supporting ERP software customers in a complex business application environment</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Hands-on support leadership experience, with the ability to jump into complex tickets, escalations, customer calls, and ERP/accounting-related troubleshooting when needed</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Experience managing support queues, escalations, SLAs, and customer satisfaction metrics</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Proven ability to improve support processes, team accountability, and operational performance</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Strong customer-facing communication skills, including the ability to handle escalated or frustrated customers with professionalism and calm</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Experience working cross-functionally with Product, Development, Customer Success, or Professional Services teams</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Strong analytical, troubleshooting, and problem-solving skills</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Excellent verbal and written communication skills</span></div> <div style="text-align: justify;">&nbsp;</div> <h4 style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;"><em>Nice-To-Haves</em></span></h4> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Fund accounting experience</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Experience supporting nonprofit, public sector, municipal, education, or government customers</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Experience with Zendesk, Jira, or similar support/ticketing platforms</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Experience in a SaaS software environment</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Familiarity with SDLC, software implementations, product releases, and defect management processes</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Experience with Microsoft Dynamics 365 Customer Engagement, Power Platform, CRM systems, or customer portal technologies</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Experience leading remote or geographically distributed teams</span></div> <div style="text-align: justify;">&nbsp;</div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;"><strong>What Success Looks Like</strong></span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Improved ticket response and resolution times across multiple product lines</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Stronger support team performance against SLA and customer satisfaction targets</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Improved escalation management and clearer ownership across the support organization</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• More consistent coaching, accountability, and performance management across support leads and team members</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Support processes that are better documented, more scalable, and easier for the team to follow</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Stronger collaboration between Support, Product, Development, Customer Success, and Professional Services</span></div> <div style="text-align: justify;"><span style="font-size: 12pt; font-family: georgia, palatino, serif;">• Improved team confidence when handling ERP, accounting, and product-specific customer issues</span></div> <p>&nbsp;</p><div class="content-conclusion"><h3><span style="font-family: georgia, palatino, serif;">Why Join Sylogist?</span></h3> <p><span style="font-family: georgia, palatino, serif;">We're an inclusive company that values the personal and professional growth of its employees! At Sylogist, you'll experience:</span></p> <ul> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">A company where you can really make a meaningful impact</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">A healthy work-life balance</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Benefits that cover health, wealth, and wellness</span></li> <li style="font-family: georgia, palatino, serif;">Sylogist is a remote-first company.</li> </ul> <p><span style="font-family: georgia, palatino, serif;">Sylogist does not offer sponsorships. All candidates must provide proper employment documentation showing immediate eligibility to work in the country in which the role is based.</span></p> <div><span style="font-size: 12pt; font-family: georgia, palatino, serif;">If you’re as excited about making a difference as we are, we would love to hear from you!</span></div> <div>&nbsp;</div> <div><span style="font-family: georgia, palatino, serif;"><em>Sylogist is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.</em><em> Sylogist will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.</em></span></div></div>