Regional Support Manager - North America

We are Unit4, a leading provider of enterprise applications empowering people in service organizations. We are on a mission because we no longer accept the digital downgrade that people experience when they swap their personal devices for their work ones. We create business software that fits the way people work, not the other way around. Help us be the best and join us!

What you will do

You will be responsible for the delivery of consistent support services to our customers for some of our core products (ERP/ERPx and others). You will ensure we demonstrate the appropriate levels of customer centricity in all that we do and that we focus our efforts on great customer outcomes. You will own the support relationships in your region with key accounts and act as a point of escalation when required.

As a Support Manager you will be expected to;

• Ensure that all your support teams deliver an excellent and consistent customer experience
• Ensure your teams are working efficiently and you are making best use of your resources
• Produce service metrics that provide insight into areas for improvement
• Build and own action plans for areas of improvement
• Work with other global support managers on service improvement initiatives
• Manage and own customer escalations & engagements alongside Account Managers and Customer Success Managers
• Track performance against agreed metrics and use data to drive improvements
• Ensure teams always work with agreed best practice
• Support our Knowledge Management culture
• Champion central initiatives to ensure adoption and improvement 
• Teams development & employee retention

Key Metrics

The success of the role will be measured against;

• Customer Satisfaction
• Net Promoter Scores
• Backlog
• Productivity
• Escalations
• Knowledge (creation and usage) 

Your Approach

You will champion the customer experience and be an advocate of service excellence. You will promote collaboration between the other service teams in our global organization (Customer Support, Professional Services, Cloud Operations, Customer Experience, Success Engineering, Education, R&D, Sales). You will work closely with Service Improvement Team to ensure standards and processes are correct, up to date, understood and deployed accordingly. You will champion our continuous improvement philosophy and constantly look at ways in improving efficiencies.

Your profile

You will be a strong manager with a proven track record of delivering great customer outcomes. You will have built a support team previously and know how to manage resources to provide great outcomes. You will be resilient, working methodically across all support groups to ensure a consistent approach whilst showing empathy to those staff who are challenged by the new environment. You will be data centric, comfortable to update on your progress using appropriate reports and charts.

We offer:

A chance to participate in the development of a leading global software firm. You will have the opportunity to work within an organization, that gives you the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment with enthusiastic colleagues who like to learn from each other. 

At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy. In addition, you can continue to grow your career into other positions and for example, handle the cloud environments for our customers based on Azure infrastructure.