Erp Experience Director Jobs

As an ERP Experience Director, you will be a point of escalation for all issues related to the installation of new accounts utilizing ERP software. You will be responsible for the management of different workflows including task management, emails, chat, telephone, and call back requests for yourself and your team. You will also be responsible for research, documentation and communicating the above issues effectively and accurately.

This position can be fully remote, or located either in our Novi, MI, Plano, TX or Vero Beach, FL offices.

Responsibilities

1. Utilize resources and techniques to answer basic and complex questions and solve problems for Merchants, Agents, Partners, and internal team members regarding ERP software and Fortis payments functionality.

2. Provide support for internal teams on ERP software and Fortis payments functionality.

3. Schedule installation of Fortis payments in customer ERP software, managing the installation process from start to finish.

4. Manage the merchant installations schedule to ensure installations are completed within established SLAs.

5. Collaborate with the internal sales team to schedule and conduct demos of Fortis payments functionality for potential customers.

6. Provide customer-facing technical support before, during and after the Fortis payments installation process.

7. Understand the functionality of the Fortis payments platform and being able to communicate the functionality of the system effectively to Merchants and Partners.

8. Create training and product documentation for both internal and external audiences.

Requirements

1. College degree preferred but not required
2. Previous experience working with ERP software installations
3. Previous experience in a technical support role at a payments company
4. Proficiency in the Sage suite of products preferred, including Sage 100, Sage 300, and Sage X3
5. Technically savvy
6. Strong critical thinking skills
7. Customer service experience - enjoy providing exceptional service
8. Ability to communicate clearly with all customers
9. Able to collaborate cross functionally with team members
10. Strong follow up and organizational skills