Job Summary: The Product Support Manager leads the day-to-day operations of NISC's Accounting Product Support teams, including General Accounting for the UPN platform and FIS for the Meridian platform. This role oversees team performance, workload, coaching, development, and KPIs while providing guidance on complex software issues. The manager also partners cross-functionally to improve products and processes and foster a collaborative, accountable, and customer-focused culture committed to exceptional member service.
Essential Functions: - Lead the day-to-day operations of the Product Support team across phone, email, chat, and on-site support and training.
- Manage staffing, workload distribution, resource allocation, and team workflows to ensure timely and effective customer support.
- Establish performance expectations, goals, responsibilities, competencies, and development plans for team members.
- Monitor employee performance, conduct regular check-ins, provide coaching and feedback, resolve conflicts, and complete annual performance reviews.
- Train and mentor team members on software functionality, support standards, and effective case-resolution practices.
- Provide technical guidance and assist with researching, troubleshooting, and escalating complex product issues to Development when necessary.
- Monitor support requests, service levels, and KPIs to ensure timely resolution, effective communication, and continuous improvement.
- Collaborate with departmental leaders to develop and improve support processes, procedures, quality standards, and customer-satisfaction strategies.
- Communicate team performance, issue trends, root causes, proposed solutions, and improvement plans to key stakeholders.
- Partner with Implementation leaders to support smooth customer transitions following implementation, including migration process-confirmation activities.
- Manage the creation, testing, review, and maintenance of technical documentation for employees and customers.
- Communicate known software issues to customers and share customer feedback with Development teams to inform potential product improvements.
- Foster a high-performing, collaborative, innovative, and customer-focused team culture.
- Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.
- Other duties as assigned.
Knowledge, Skills, and Abilities: - 8+ years of relevant experience in software support, technical support, customer service, or related field.
- 2+ years of people-leadership experience managing teams of 10 or more direct reports.
- Advanced SQL knowledge and experience troubleshooting software-related issues.
- Ability to participate in an on-call rotation and occasionally work outside standard business hours.
- Strong leadership, coaching, performance management, and team-development skills.
- Demonstrated commitment to delivering exceptional service to internal and external customers.
- Ability to analyze complex technical and operational issues, identify root causes, and implement effective solutions.
- Strong verbal and written communication skills, including the ability to translate technical information for nontechnical audiences.
- Excellent organization, attention to detail, and time-management skills.
- Ability to manage multiple competing priorities and adapt quickly in a fast-paced environment.
- Proficiency with Microsoft Office applications, including Word, Outlook, Excel, and PowerPoint.
- Demonstrated initiative, sound judgment, innovation, and a continuous-improvement mindset.
Education: Bachelor's degree in business administration or related field.
Minimum Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.
Disclaimer: Management may modify this job description by assigning or reassigning duties and responsibilities at any time.
