Job Title: Associate Manager, Professional Services

Location: Remote, US

Aptean is changing. Our ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 1,700 employees, 50 different products and a global client base, there’s no better time to advance your career at Aptean.

About the role

Provide application consulting and training to Aptean customers. Participate as a member of the implementation team to deploy new projects. Consult with customers in the configuration and usage of application modules; research and resolves problems and issues during implementation. Manage customer expectations and foster positive business relationships with all customers. Coach and Mentor your team of Consultants in their development in areas of Product Knowledge, and Consulting Skills.

Requires interface with customers and other team members.

You will also:

1.   Consulting Services
1. Provide consulting services to customers based on Professional Services delivery methodology and procedures; services engagements may include implementation consulting, upgrade consulting, training, testing, and/or process improvement consulting.
2. Effectively work on multiple projects simultaneously.
3. Work collaboratively with project manager and direct project team to deliver projects on time, on budget, on schedule.
4. Submit time and expenses punctually each week.
5. Maintain a professional appearance when onsite with customers.
6. May be required to design solutions and prepare design specifications.
7. Work with customers and Account Management team to uncover opportunities for additional products and services.
8. May be required to estimate activities for future work.
2. Product
1. Observe trends and recommend improvements to product design, documentation or implementation and create necessary enhancement requests.
2. Work with R&D and product line team to expedite incident resolution and ensure seamless service delivery to customers.
3. Determine when issues need to be escalated.
4. Act as application expert for escalations.
5. Recommend escalations for approval by Management.
3. Knowledge Management
1. Expand expertise within the product.
2. Attend training sessions offered and use self-study tools; assist with peer training as needed.
3. Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
4. Communication
1. Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
2. Ensure a professional communication manner when in-person or on the phone at all times.
5. Mentoring & Training
1. Act as a coach and mentor for more junior personnel.
2. Recommend and develop training sessions for knowledge sharing within the team.
3. Facilitate problem solving and collaboration
4. Identify where the team members may require additional education and training to effectively participate on the team
5. Provide guidance to the team based on management direction
6. Establish and execute on structured mentorship programs for new hires, achieving new hire ramp-up productivity targets.

1. Additional Duties
1. Participates in system and release testing and QA as needed.
2. Recommend improvements in Professional Services policies and procedures.
3. Additional duties as assigned by management.

About you

Bachelor’s degree required. Depending on focus of role, experience can range from 3-5 years.  Experience working with multiple stakeholders in problem-solving environment preferred.

You must also have:

• Working knowledge of the Aptean application and demonstrates proficiency in key areas of the application.

• Understanding of the industry and business environment served by the application.
• Basic understanding of relational database concepts and architecture.
• Excellent time management and organizational skills.
• Excellent verbal and written communication skills.
• Strong analytical problem solving and decision making skills.
• Ability to work efficiently and independently and do whatever it takes to get the job done.
• Ability to handle difficult or sensitive situations with diplomacy and tact.
• Track record in providing outstanding customer service.
• Ability to travel to customer sites as required.
• Achieve utilization targets
• Attend company/department meetings
• Travel to client locations within Canada and the U.S.

If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today.

Learn from our differences. Celebrate our diversity. Grow and succeed together.

Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability, age, status as a protected veteran or any other group status protected by law. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.

“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy