The Support Manager I is a mid-level dual role of Support Manager and Project Manager. As a Support Manager I at Northteq, you will play a vital role in ensuring the ongoing success of our clients by leading the Ongoing Customer Success (OCS) support team while simultaneously managing implementation projects for our Services team. You will collaborate with developers to support our existing client base and lead project teams through the implementation of our loan/lease origination software. This position requires strong leadership skills, project management expertise, and a commitment to client satisfaction.
ESSENTIAL JOB FUNCTIONS
- Lead the OCS support team to effectively address client needs and maintain high levels of satisfaction.
- Report on OCS metrics to relevant stakeholders.
- Create and maintain OCS processes and procedures
- Escalate and keep stakeholders informed as required.
- Utilize resources efficiently, clearly communicating work assignments and due dates.
- Manage all aspects of the project life-cycle from start to finish.
- Create and maintain accurate project plans documenting work activities, dependencies, and milestones.
- Monitor project scope, budget, schedule, and customer satisfaction, taking proactive measures to address issues.
- Identify, manage project risks, issues, and problems to resolution, negotiating win/win outcomes when necessary.
- Prepare accurate status reports and lead status and steering committee meetings.
- Coordinate work activities across project teams and departments to ensure successful outcomes.
- Forecast resources accurately for assigned projects.
- Ensure smooth transitions from Sales to PS and PS to Support.
- Manage and drive the change control process across Northteq and client teams.
- Build strong relationships with internal teams and clients to facilitate smooth project execution and client satisfaction.
- Ensure project teams follow Northteq’s implementation process.
- Guide clients in implementation best practices and manage client expectations towards project goals and objectives.
- Contribute to the improvement of OCS and professional services processes, methodologies, and templates.
- Meet billable targets as defined by company standards.
Employee is held accountable for all duties of this job and other duties as assigned.
EXPERIENCE & EDUCATION
- Bachelor’s degree in business or equivalent.
Education and certifications can be earned in role.
JOB REQUIREMENTS
- Must understand the full software development life cycle.
- Must display all of Northteq’s core values.
- Excellent verbal and written communication skills.
- Strong analytical, problem-solving and time management skills.
- Ability to meet deadlines and communicate status appropriately and timely.
- Ability to persuade and influence.
- Excellent customer service skills that build high levels of customer satisfaction.
- Independent worker who is capable of operating with little supervision.
- Confident and capable of managing multiple customers and projects concurrently.
- Must have 2+ years Project Management experience in one of the following areas:
- Software implementation
- Professional Services or Support capacity
- Equipment finance, leasing or general commercial lending
- Salesforce
- Working towards or desire to obtain Project Management Professional (PMP) Certification
WORKING CONDITIONS
- This position is remote.
- If the employee is in the Twin Cities Metro area of MN, office space can be provided in our WeWork office.
- There may be occasional in-person meetings.
- Travel is minimal.
- The physical demands described here are representative of those that must be met by an Employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way states or implies that these are the only duties to be performed by this Employee. He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.
