DescriptionThe Application Support Manager leads a frontline customer support team responsible for delivering exceptional customer support and driving customer success across Enverus oil and gas software solutions. This role develops talent, improves operational performance, partners with cross-functional teams, and advocates for customers to ensure a world-class support experience.
Essential Functions / Responsibilities- Lead, coach, and develop a global support team through mentoring, performance management, and career development.
- Drive operational excellence by monitoring service levels, customer satisfaction, quality, and productivity metrics.
- Analyze support trends and business data to identify opportunities for continuous improvement and informed decision-making.
- Partner with Product, Engineering, and business stakeholders to improve customer outcomes, processes, and product capabilities.
- Serve as an escalation point for complex customer issues and ensure timely resolution.
- Develop and maintain support processes, documentation, and best practices.
- Participate in strategic planning, budgeting, forecasting, and organizational initiatives.
- Represent the Support organization in cross-functional meetings and communicate key updates to the team.
- Ensure compliance with company policies, security standards, and data privacy requirements.
- Maintain product expertise and support high-priority customer issues as needed.
Role Competencies and Skills- Leadership, coaching, and talent development.
- Customer focus and service excellence.
- Data-driven decision making and analytical thinking.
- Problem solving and sound judgment.
- Strategic planning and operational execution.
- Process improvement and continuous learning.
- Strong communication and stakeholder management.
- Technical aptitude and troubleshooting capabilities.
- Adaptability and resilience in a fast-paced environment.
- Software industry experience; energy industry knowledge is a plus.
Day-to-Day Activities- Conduct one-on-one coaching, performance discussions, and team development activities.
- Review case queues, workloads, escalations, and customer issues to ensure timely resolution.
- Support complex customer cases and technical escalations as needed.
- Monitor team performance, quality standards, and customer satisfaction metrics.
- Collaborate with customers, team members, and cross-functional partners.
- Support hiring, onboarding, workforce planning, and performance management activities.
- Review product updates and ensure team readiness for new features and processes.
- Lead or participate in process improvement initiatives and special projects.
Competitive Profile- Bachelor's degree preferred.
- 5+ years of customer support leadership experience, preferably in a software or SaaS environment.
- Strong analytical skills and proficiency with Microsoft Office, particularly Excel.
- Experience with Salesforce, JIRA, or similar CRM and ticketing platforms preferred.
- Experience supporting energy or oil and gas software solutions is a plus.
Physical Demands- Ability to perform computer-based work in an office environment.
- Ability to sit for extended periods and use standard office equipment.
- Regular and predictable attendance is required.
- Ability to travel 1 or 2 times annually for team meetings, training, and planning.
This role is eligible for: Variable Compensation
