Software Support and Implementation Manager

Imagine joining an industry leader to further your professional Software and Technology career as a Software Support and Implementation Manager in the Electrical, Technology and Manufacturing space with a rapidly expanding company offering wide-ranging benefits package, and competitive pay!As the Software Support and Implementation Manager with Hyper Solutions you will lead our product implementation and support functions, overseeing the implementation and release processes, while also ensuring the proper documentation and training are in place for internal teams and clients. This high-level role involves collaborating closely with product teams to guarantee smooth product releases, with a strong emphasis on building and maintaining playbooks, training materials, and support frameworks. If you are interested in furthering your career as an IT Software Specialist in the role of Software Support and Implementation Manager with a dynamic and innovative leader in the power distribution and technology space this is an opportunity you need to explore!As a part of the team, you will enjoy competitive compensation with opportunity for advancement.Excellent Benefits Package which includes: Competitive salary and benefits package including: Employer Paid Medical, dental and vision insurance. Company-paid life insurance, short and long-term disability. 401K Plan with company matching. Generous PTO policy and paid holidays. Collaborative and innovative work environment. Opportunities for professional growth and development.ESSENTIAL FUNCTIONS AND DUTIES: Leadership and Oversight: Manage and guide the Support and Implementation of product, ensuring that both internal and external clients receive the highest level of support. Playbook Development: Create, update, and maintain comprehensive playbooks for product releases, ensuring clear and consistent processes for internal teams to follow during product rollouts. Documentation and Training: Develop and maintain training materials, release documentation, and onboarding resources for both internal teams and external clients, ensuring they are well-prepared for new features and releases. Cross-Department Collaboration: Work closely with internal stakeholders and product leadership to ensure that all support-related tasks are aligned with the product roadmap and that implementation is seamless for clients. Client and Partner Training: Lead the development and execution of training programs for external partners and clients, including on-site visits as necessary to provide hands-on support. Escalation Management: Serve as the escalation point for critical support issues that require high-level oversight, ensuring timely resolution.REQUIREMENTS: 3-5 years in technical support or implementation management role, ideally with experience in software products. Experience with manufacturing or shipping platforms a plus. Experience leading support teams through software development cycles especially in a SaaS environment. Familiarity with agile processes and working within product development frameworks. Experience creating playbooks, training programs, and support documentation for internal and external use. Strong understanding of software support frameworks, familiarity in manufacturing systems (MES) and shipping platforms being a plus. Willingness to travel up to 50% of the time for on-site implementation and support. Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Word. Experience with procurement tools and enterprise resource planning (ERP) systems (e.g., NetSuite, SAP, Oracle). Familiarity with data analysis tools and software to support decision-making. Ability to work with e-sourcing and contract management platforms.Hyper Solutions is an equal opportunity employer and is committed to compliance with all applicable laws prohibiting employment discrimination. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.All applications will be used exclusively for selection purposes and handled confidentially by authorized personnel only. Your application may also be considered for other suitable positions within Hyper Solutions, Inc.

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