Customer Operations Support Manager

We are seeking a proven business leader to join our team as a Customer Operations Support Manager. In this position you will play a key role in the growth and success of our US Global Services area, specifically as it relates to client support, ensuring outstanding service delivery to clients, driving process improvements, and expanding the reach of Global Services across the US. The ideal candidate is a strategic thinker who thrives in a dynamic environment, balancing hands-on client support with service area development and team leadership.

Note: This is a remote opportunity and can be located from anywhere in the United States.

Responsibilities of the Role:

Operation Responsibility

• Proactively drive pipeline build and help close customer deals in close collaboration with Columbus US Sales organization
• Draft and review Customer Operations quotes and proposed services contracts; help present and explain them to prospective clients
• Take an active role in our largest client engagements, both during sales process and as executive sponsor and/or Service Delivery Manager during delivery
• Act as a Service Delivery Manager (SDM) for clients, escalate critical support issues and coordinate with consultants to resolve bottlenecks efficiently
• Work within Columbus-defined systems such as Service Now to onboard clients to the Global Services area and to triage and manage client support tickets
• Oversee and guide SDMs as the team expands, fostering a proactive and responsive support culture
• Profit and loss responsibilities for the Customer Operations line of business

Delivering High Quality Services

• As a representative of Columbus US, develop and maintain global best practices in delivery methodology while working collaboratively with offshore teams
• Grow and improve on the Service Delivery Management role across the different service/technology areas in Customer Operations
• Build a strong team of next-level leaders to deliver the services in different areas
• Provide hands-on leadership and direction to the Customer Operations team, working directly with both US and offshore resources
• Understand and support corporate strategies; collaborate closely with the Global Managed Services team

Business Development

• Assist in sales initiatives for Columbus Managed Services portfolio within named accounts to grow net-new, presenting the Global Services area’s value proposition to prospective clients
• Define and implement strategies to improve offerings within the Global Services area, ensuring scalability and efficiency
• Proactively identify cross-team collaboration and sales opportunities within Columbus
• Develop best practices for SDMs to enhance client experience and retention while also aligning with Columbus global standards

Team Coordination & Escalations

• Lead coordination efforts when critical support issues arise, ensuring timely consultant response
• Serve as the escalation point for SDMs and clients when issues require higher-level intervention
• Drive accountability among support consultants, ensuring client concerns are addressed promptly

Requirements:

• BA/BS in MIS, Computer Science, or other technology-related field of study or equivalent experience
• 5+ years of experience in a leadership position with a technology company, specializing in ERP products; preferably Infor M3
• 3+ years of business development/technology sales experience, selling managed services and related products as part of an offering
• 5+ years of experience managing phone and ticket escalation processes; previous experience using ServiceNow is highly desirable
• 3+ years of successfully implementing Infor M3 Technologies in one or more of the following roles: Solutions Consultant, Project Management, or Implementation Consultant
• Experience in applications management in ERP, Cloud environments; preferably with Infor M3 products
• Ability to work a flexible work schedule when required

Benefits:

• Columbus offers a competitive benefits package to all full-time employees. This package includes Health, Life, Dental Insurance and Vision, Short-and Long-Term Disability, in addition to, paid vacation, sick leave, holidays, and 401(k).