Manager of EDI Operations

Alpharetta, GA

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 3000 employees, 50 different products and a global client base, there’s no better time to advance your career at Aptean.

Are you ready for what’s next, now? We are! If being part of a dynamic, high growth organization excites you and you are a Manager of EDI Operations, and eager to learn and grow, then this opportunity is for you! Our fast-paced environment and dynamic global Customer Support department is eager for a mover and shaker to step into this role and become an integral part of our team. 

About the role

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.

Knowledge: Having broad expertise or unique knowledge in EDI docs such as 850, 810, 856, 940,945, etc. uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways. Contributes as both an individual and a leader to other consultants on their team.

Complexity: Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Creates formal networks involving coordination among groups.

Supervision: Acts collaboratively with the GVP and department leads to determine methods and procedures on new or special assignments. Serves as a mentor to others. Supervises others within department.

Principal Duties and Responsibilities

Mentoring & Training

• • Act as a coach and mentor for personnel.

• • Establish new change management programs or enhance existing programs to increase stakeholder engagement, drive adoption, and enhance employee productivity while using their workspaces differently than they had before.
  • Recommend and develop training sessions for knowledge sharing within the team.
  • Develop change programs that drive people readiness within a complex, matrixed organization.
  • Facilitate problem solving and collaboration
  • Identify where the team members may require additional education and training to effectively participate on the team
  • Provide guidance to the team based on management direction
  • Establish and execute on structured mentorship programs for new hires, achieving new hire ramp-up productivity targets.

Consulting Services

• • 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.
  • Effectively work on multiple projects simultaneously.
  • Work with customers and Account Management team as needed.

Product

• • Observe trends and recommend improvements to product design, documentation or implementation and create necessary enhancement requests.
  • Work with R&D and product line team to expedite incident resolution and ensure seamless service delivery to customers.
  • Determine when issues need to be escalated.
  • Act as application expert for escalations.

Knowledge Management

• • Expand expertise within the product.
  • Attend training sessions offered and use self-study tools; assist with peer training as needed.
  • 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.

Communication

• • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
  • Ensure a professional communication manner when in-person or on the phone at all times. 

Additional Duties

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

Work Experience 

At least 3 - 5 years leading an EDI services organization.

Knowledge, Skills and Abilities

• Possesses working knowledge of the Aptean EDI and PNS application and demonstrates proficiency in key areas of the application.
• Understands the industry and business environment served by the application including documents such as 810, 850, and 856 along with a working knowledge on 3PL EDI docs (940 & 945) preferred
• Must be accustomed to working on various issues simultaneously and ensuring integrity of each project
• Extremely good communication skills - especially from a team perspective
• Demonstrated really good progress in driving a team and hands on experience with team building
• Large consulting company experience
• Must want the challenge of setting up processes
• Role is more around performance initiatives, delivery approach, organizational structure, team building.
• Must have built a services organization or turned one around
• Fast growing organization
• Responsible for revenue generation and P&L
• Must take customer escalation
• Being able to implement organizational change
• Excellent time management abilities
• 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.

General

• Achieve utilization and revenue targets
• Attend company/department meetings
• Travel to client locations within Canada and the U.S.
• Expected Travel – 10% to 20%
• Hybrid Position - 3 days in the Alpharetta Office, 2 days remote

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