Jobs for People with MS: National MS Society

Job Title:

Service Support Manager

Job Description

The client is a rapidly growing organization. As the business evolves, we are facing larger migrations, which require a larger support team. The client teams work with schools, companies, and government agencies to make them more productive, mobile, and collaborative. We help millions of employees and organizations empower their employees, serve their customers, and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability, and scalability, running the full stack from infrastructure to applications to devices and hardware. And our teams are dedicated to helping our customers see the benefits of our technology come to life. Our Professional Services organization brings product and implementation expertise directly to our customers, injecting passion and know-how to help them get the most out of the client’s product.

The Service Support Manager will be solely dedicated to operational, reporting, administrative support, and managing delivery data directly in FinancialForce (ERP). This will provide visibility on project delivery, revenue, and partner effort. This role has a lot of stakeholder interaction to gather necessary information for data entry. The Service Support Manager will support critical migrations with our most important and challenging customers by handling the operational, reporting, and administrative activities.

We are looking for candidates with a strong operational and executional orientation. The candidates will need to be comfortable with a fast-paced stream of work as assignments and projects are high volume and evolve quickly. The candidates must have great attention to detail to ensure delivery data is accurately input and maintained.

Responsibilities

• FinancialForce/Salesforce record creation and management based on standard operating procedures including, but not limited to, the following objects: project, credit, staffing, assignment, timecard, milestone, resource, contact, and opportunity

• Monthly operational program reviews for large customers, identified by the business and not capped at a number, based on a template provided by the client

• Order form coordination between account teams and Global Business Practice Team including prepping necessary order form data as outlined by the order form template

• Preparing and sending weekly and monthly operational metric reports for account teams based on standardized template provided by the client

• Assisting with ticket creation for billing/invoicing issues for PSO orders

Qualifications

Minimum qualifications:

• BA/BS degree or equivalent practical experience.

• Be extremely detail-oriented while doing repetitive tasks

• Have previous experience with Salesforce

• Have strong Google Sheets/Excel skills

• Have strong data entry and monitoring skills

• Excellent verbal and written communication skills

• REQUIRED to live near Mountainview or San Jose CA.

Preferred qualifications:

• SQL experience

• Experience working with remote teams in multiple time zones

• Ability to present complex information in a clear and appealing manner

Location:

USA, CA, Work-at-Home

Language Requirements:

Time Type:

Full time

.

​Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

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