Newly created role to be Lead Support Consultant in the go-live team of ERP software implementation projects – this is a new team that cover the start of any go-live on a software implementation project. The company is a massively successful software reseller, and their scalable, flexible cloud ERP product for SME's continues to go from strength to strength. It sells to mid-size businesses of up to 500 users, and is built on .Net and Microsoft technologies.
At the go-live stage of any software implementation, there are always a lot of urgent issues centred on customers panicking as they attempt to do things with the software for the first time. There is resistance from some of the users as they struggle to learn new software and processes, and open lines of communication between the software supplier and the client, helps them to lose the feeling that you disappear after the go-live stage. You will help with the pain of the on-boarding process.
So this role involves controlling and supporting the workflows of the team, helping people get up to speed with the software & features, and getting them through the roadblocks. So this could be dealing with initial customer issues which vary from multiple complex new user access rights and permissions, setting up security levels, glitches in the software, to writing reports, SQL querying, BI dashboards and client training.
Traditionally, the main team of application & technical support people have dealt with these problems, but this new job is for someone who really likes customers, who has ambitions to move into consulting & implementation because they like the people side, who wants to be client facing and can keep people calm and relieve their panic during the go-live and post go-live stage. It would suit someone who loves technology and support, but also loves working with customers and being their go-to person for help. So you will be a people pleaser, personable, very friendly and approachable, but switched on, motivated and ambitious.
A background in Application Support of business software – so that could be ERP, or something similar such as legal software, field service, pensions, construction software, investments, payroll, workforce management, accounting software, DMS, property management or estate agents software, or anything similar
SQL skills for queries and reporting
An understanding of business processes
Hybrid technical and application knowledge
Outgoing, very personable, calm, you enjoy talking to clients and easing their fears, and sorting problems
You think on your feet, you are ambitious, you are empathetic with people The job is mostly office based near Hemel Hempstead, but there is flexibility for some home working days. There is a great vibe here, people stay here long term because they are recognised, rewarded and developed, and the company is continuing to grow at an incredible pace. To find out more about this great opportunity please call Jake King or Carolyn MacLurg at Ambis or send us a copy of an up to date CV
To apply for this job please visit itjobpro.co.uk.