Wilson Allen is seeking a product support manager. In this role and under general direction, the candidate will assume responsibility for all facets of support required to effectively manage issues related to the deployment and implementation of software products and to ensure timely communication to all interested parties. The candidate shall have technical capabilities to allow for the triage of support issues and establish escalation procedures to development resources. The candidate will be responsible for establishing requirements of the turnover of product assets to support in order to ensure they are equipped. Additionally, the candidate will manage and mentor direct reports that contribute to the overall product support role.

The candidate must be highly disciplined and able to deliver accurate, efficient results. The candidate will be working with individuals that are experts in their domain and require excellence in order to meet requirements of fast-paced and results-oriented teams.

Position Responsibilities:

  • Work with sales team to establish what is provided as part of maintenance and what is provided as part of support
  • Work with the sales team to ensure service level agreements are established and met
  • Establish support hand-off procedures for new software releases and custom service implementations
  • Ensure customer requirements are met with consistently high quality of service
  • Establish protocols with clients and internal resources for the logging, monitoring, and communication of software and implementation issues
  • Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
  • Ensure client environments are documented and access procedures established and verified
  • Ensure that each support issue and resolution is adequately documented
  • Periodically review software support logs; track performance and identify trends, anomalies, and opportunities for improvement
  • Acquire and maintain a high degree of business domain knowledge and best practices

Required Skills and Experience:

  • 3 to 5 years of experience managing a product support team
  • Proficiency in SQL and Microsoft SQL Server expected
  • Billing Operations and/or Business Intelligence knowledge is a big plus
  • Strong technical, logical, analytical, and problem-solving skills
  • Ability to communicate effectively, verbally and in writing, with technical, business, and management staff
  • Excellent interpersonal skills with the ability to develop cohesive working relationships with internal and external clients
  • Strong time management and organizational skills
  • Flexibility to adapt to change and willing to learn and develop new skill sets as applicable
  • Experience managing and mentoring a team of support analysts
  • First-hand knowledge of developing support procedures
  • Experience working with practice management systems with an emphasis on legal accounting a big plus

For more information about this position or to submit your resume for consideration, please contact us at careers@wilsonallen.com.