Senior Support Specialist

Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. We are on a mission to better equip the industry with software solutions and move it forward by building thoughtful, intuitive products that solve our customers’ most difficult problems. We are passionate about serving our customers and helping them use data as a competitive advantage. Our customers make products that extend and sustain lives by sanitizing, fertilizing, beautifying, cleaning, and recycling the world we live in. We at Datacor help our customers make those products you use every day more safely, cost effectively and more efficiently through our technology platforms and applications. The Role: We are seeking a talented and driven individual to join our team as a Strategy Support Specialist. In this role, you will manage strategic support accounts and coordinate delivery management for various projects. You will work closely with clients to understand their needs, develop tailored support strategies, and ensure the successful execution of projects. Your ability to build strong relationships with clients and internal stakeholders will be crucial in driving customer satisfaction and project success. You will also monitor project progress, identify potential risks, and implement solutions to keep projects on track. As a Strategic Support Specialist,youwillbe crucialin providingstrategic support to our clients, ensuring they receive the highest level of service andexpertise. This role involves working closely with various departments to deliver tailored solutions thatalign with andenhance our clients' operational efficiency and strategic goals.Yourexpertisewill help us achieve our goalsofimprovingcustomer engagement and operational efficiency. If you are a strategic thinkerpassionate about delivering exceptional support and driving project success, we want you on our team. Responsibilities: Strategic Account Support Build strong relationships by actingas the main point of contact for all client-submittedcases.Ensure regularfollow-upand continuous communication. Provide the highest level of support by quickly diagnosing and resolving clientissues.Ensure KPIs are being metregularly. Establish a help desk to help desk partnership : Coordinate with the client's help desk team to ensure seamless communication and collaboration. This includes sharing bestpractices andproviding mutual support for complex issues. Schedule and lead regular meetings with the client to review open cases, trends in cases, and opportunities for training and optimization. Develop escalation procedures : Create clear escalation paths for unresolved issues, ensuring thatinternal and client teams knowthe process and can act quickly to resolve critical problems. Monitor and improve help desk performance :Review help desk metrics and performance indicators regularlytoidentifyareas for improvement and implement strategies to enhance overall support quality. Identifygaps in system usage and propose scalable, process-driven solutions.Create and distribute regular reports and dashboards for client review. Follow best practices for Knowledge Management. Contribute to both internal and client-facing documentation and knowledge bases.Participate in and develop trainingfor continued learning and growth. Enhanced Care Services Act as Delivery Manager for projects estimated under20 hours, ensuring tasks are assigned toappropriate projectmanagers,hours are tracked,and staying within scope. Providedefinitions of cost and effortfor projects. Monitor andcommunicateproject status updates: Reportweeklyupdatesto leadership.Document timelines, risks, and contingency plans to keep projects on track.During regularly scheduled meetings, provide updates on hours used, project status, risks, and follow-up actions to the customer. Be an Advocate for your customer: Scope and refine requests for development enhancements.Collaborate with various departments to ensure project success. Be an Advocate for Datacor: Spot potential areas for expansion and innovation within clients' businesses. Success Metrics: Standard Support KPIs: Response, Communication, Resolution time, Backlog/Aged Backlog, Customer Satisfaction,and other project measurements as needed. Client engagement and executive alignment acrosssupport and services projects. Internal contribution to knowledge sharing, documentation, and process standardization. Qualifications: Bachelor’s degree inComputer Science, IT Management,Manufacturing,Business Administration, or related field (or equivalent experience). 2–3 years ofDatacorERPexperiencerequired. Strong understanding ofhelpdeskto help desk models of customer support. Strongorganizationalskills withattention to detail andthe ability to prioritize and completesupport cases andprojectson time. Highproficiencywith MicrosoftOfficeand business productivity tools. Excellent verbal and written communication, time management, interpersonal, and presentation skills. Process-driven mindset focused on repeatability and scalability. Passion for analyzing data, solving problems, and driving continuous improvement. Ability to thrive in cross-functional, collaborative environments. EOE Statement: Datacor is an Equal Opportunity Employer and does not discriminate on the basis or race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. Use of AI During Interviews: At Datacor, we value thoughtful problem-solving and authentic perspectives. To ensure a fair and consistent evaluation process, we ask that candidates do not use generative AI tools or outside assistance during live interviews unless explicitly stated otherwise. We're interested in hearing your experience, your approach, and how you think through challenges. #J-18808-Ljbffr Datacor