Role:

Owns the relationship held with each R365 partner and serves as an interface between the partner and the R365 support infrastructure to ensure the partner’s technical, system administration, billing, and specialist support needs are met. Owns partner/customer issues from identification to resolution. Maximizes the strength of the partner relationship by building a solid rapport with stakeholders in both the partner and R365 organization, identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that R365’s reputation is upheld. Owns partner/customer requests for software upgrades/add-ons. Partners with Sales to identify, research, and execute on opportunities to upgrade/add-on and to grow customers’ footprint with R365.

Responsibilities:

· Basic knowledge of Accounting and/or Software SaaS.

· Ability to adapt working style and approach to best communicate with various business contacts.

· Ability to apply previous work experiences to resolve a wide range of issues in imaginative as well as practical ways.

· Demonstrated ability to influence decision making.

· Ability to understand and apply R365 support model and demonstrate value to customers.

· Expert interpersonal, written, and verbal communication and negotiation skills.

· Exhibits excellent attention to detail. Excellent creative problem-solving abilities.

· Flexible and adaptable to work schedule based on partner need. Ability to thrive in a complex and rapidly changing environment.

· Able to prioritize and highly varied work level in order to maintain required productivity levels.

· Demonstrated leadership skills and qualities. Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.

· Ability and experience with project management and capacity to oversee projects from beginning to end.

· Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.

· Develops customer service department procedures. Liaises between partners and customers, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries

Qualifications and Skills:

· Manages customer base independently with wide latitude for independent judgment and ownership of issues.

· High School Diploma or equivalent Required. Bachelor's Degree required. At the manager's discretion, (3 years of experience required for every year of degree education missing).

· Prior account management experience highly desirable. Relevant accounting/software experience preferred.

· Previous sales experience preferred.

· 3 - 5 years relevant service/relationship management experience.

· General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times.

· Occasional domestic travel, less than 10%.

· Is efficient and timely with deadlines and deliverables. Be accountable, can work independently and is highly motivated. Be professional. Be a doer.