Business Applications Lead

Business Applications Lead

General Summary

The Business Applications Lead liaisons with customers and business partners to develop a positive client relationship with business applications and helps with application lifecycle and making sure business platforms are being utilized to the fullest extent. This role drives adoption and understanding of business applications, works to maintain ongoing customer relationships, implements success programs, onboards and trains staff, and maximizes technology adoption. The Business Applications Lead will provide insight on technology-to-business interactions, improve customer experience through product support, and handle complaints and requests. This role also assists with the overall administration and support for the Enterprise Resource Planning (ERP) system, supports and manages projects pertaining to the ERP, and assists with administering ERP settings, security and integrations. The Business Applications Lead develops and conducts ERP training for team members in various environments, and works to continually delight clients and help drive a high level of customer satisfaction.

Key Responsibilities

• Assist customers as needed with setup and navigation of software or applications related to the business partner.
• Promote value of business applications, while developing tools and processes to help drive adoption and awareness.
• Promote and assist with communities of practice for enterprise business applications.
• Assists with the design, implementation, and sustainability of an enterprise ERP automation platforms including strategic systems development, integration, implementation and customization projects.
• Serves as a systems administrator for the ERP environment, including basic configurations, users and user roles.
• Develops and conducts ERP training for team members in various environments, including face-to face, phone and virtual training.
• Provides support to staff members in solving problems, including case management with the ERP solution help and support.
• Creates and maps new forms and/or events within ERP and other systems, ensuring the data connectors and feeds are configured appropriately. Coordinates and supports third party and proprietary app integrations with the ERP solution.
• Assists in identifying, developing, and deploying customized reports, dashboards and processes.
• Creates and maintains documentation on processes, policies, configuration and user guides.
• Leads analysis of specifications for new development requests from departments. Assists in defining required features and mapping ERP features to business processes.
• Analyze customer data to improve customer experience and drive engagement.
• Perform periodic client success reviews to ensure satisfaction.
• Perform other duties and assist other employees, as assigned.

Citizenship

• This position requires US Citizenship.

Minimum Qualifications

• Bachelor's Degree required in Computer Sciences, Information Technology, Marketing or related field.
• 5+ years experience in a technology customer-facing client or customer success field.
• Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences.
• Ability to build credibility and trust by understanding and addressing customer requirements.

Preferred Qualifications

• Professional customer/client success certifications CCSM (Certified Customer Success Manager) or other similar credentials.
• Working knowledge of ITIL and DevOps frameworks.
• Experience with ERP platforms.

Essential Functions/Competencies

• Technical skills required, as they relate for the use of the product.
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Experience developing customized training to drive customer adoption with technology.

Physical Demands

• This position is typically located in an office environment
• Ability to sit/stand for extended periods of time
• Ability to work on a computer for extended periods of time
• Ability to lift up to 50lbs

Certifications, Licenses & Registrations

• Professional customer/client success certifications CCSM (Certified Customer Manager) desired