Systems Operations Manager

4 days ago

Portland, United States Performance Systems Integration LLC Full time
Job DescriptionJob Description

We are looking for a Systems Operations Manager to join our team

As the System Operations Manager, you will oversee the integration of acquisition projects by reviewing business structures, developing transition plans, and participating in the implementation of new systems. Provide launch support and ongoing system and process maintenance, collaborate with the systems team for training and troubleshooting, and identifying opportunities for reporting and development.

Systems Implementation

  • Support the team of implementation specialists by overseeing acquisition integration projects.

  • Review acquisition business structures and identify processes/business lines not currently in our process/tech stack; escalate these issues for development.

  • Develop and track project milestones for reporting.

  • Develop transition plans and maps for the acquisition team and partner with accounting and HR to ensure all system data is successfully migrated.

  • Actively participate during implementation with the acquisition team, handling tasks such as data analysis, process development, operational efficiencies, and integration into operational systems.

  • Provide launch support, including office hours during launch and regular follow-ups to reinforce usage and new processes.

Existing Systems and Process Support

  • Collaborate with the systems team to support training/process requests from the team.

  • Maintain error queue in conjunction with local contacts.

  • Use support data and user feedback to identify process issues or system bugs and escalate for development.

  • Identify reporting opportunities and work with the Reporting Team to develop insights into the business.

  • Assist with system maintenance, including Excel database updates, configuration updates, and new feature implementations.

  • Document new and updated processes and procedures.

Customer Success Management

  • Supervise the Account Services Analysts team to ensure customer contract booking, reporting submission, and customer retention.

  • Lead the centralized Customer Success call center and routing team, managing inbound call queues and ensuring efficient call handling.

  • Oversee entry all new and renewed inspection agreements into Salesforce, ServiceTrade, and Sage to ensure accurate and complete data across the tech stack.

  • Identify and resolve gaps in sales-provided setup information and develop processes to solve.

  • Determine appropriate account setup structure for new customer system setup.

  • Support the team to review, maintain, and update existing customer account information as appropriate or as requested.

  • Communicate changes to customer setup and/or terms, conditions, pricing, and locations.

  • Work with the sales team to develop strategies and processes to welcome customers to PSI within 48 hours of receiving a complete turnover package from sales.

  • Assist internal departments with updating, canceling, and changing account information and pricing across the stack.

  • Minimize or eliminate data errors for customer contacts and billing information.

Requirements:

  • 5+ years of experience with diverse system implementations, customer service, and technical support.

  • High School Diploma or equivalent; college coursework or equivalent experience; college degree preferred.

  • Knowledge of Sage Intacct, ServiceTrade, Salesforce strongly preferred.

  • Advanced computer skills required, including Microsoft Word, Excel, and Outlook.

  • Ability to work well as part of multiple teams.

  • Positive approach to engagement with team members new and existing.

  • Technical aptitude and understanding of cloud-based systems.

  • Creative problem solver.

  • Proven leadership in a functional area, building and sharing knowledge, analyzing processes and issues, suggesting and implementing changes, and promoting positive teamwork.

A flexible, hybrid schedule option is available after successful completion of training. You can expect to work 1-2 days remotely and 3-4 days in the office each week.

The above statements are intended to describe the general nature and level of work of this job and not an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned.

Performance Systems Integration (PSI) is a leader in the Fire & Life Safety industry serving customers throughout Washington, Oregon, Northern California, and Idaho. We provide a broad range of Fire & Life safety programs and services - monitoring, testing, and inspecting, system maintenance, installations, and code compliance consultations - to the industries we serve. We strive to be the best place to work within our industry by adhering to the philosophy that we take care of our customers by taking care of our people.

Company Benefits

  • Medical, Dental, Vision Plans

  • Company-paid Life and Long-Term Disability Insurance

  • Health Savings Account with generous company contribution (HSA)

  • Flexible Spending Accounts for Medical and Dependent Care (FSA)

  • Employee Assistance Program (EAP)

  • Paid Time Off (PTO) plan

  • 10 paid holidays off per year

  • Safe Harbor 401(k) Retirement Plan with liberal company match

  • Training and Development Program

Candidates selected for this position will complete a background and DMV record (if applicable) check and pre-employment drug screen (if applicable) once the signed offer is received.

Performance Systems Integration, and our affiliates, is an Equal Employment Opportunity employer. We are committed to making employment decisions based on business needs, job requirements and individual qualifications without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, family or parental status, family medical history or genetic information, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristics in the locations in which we operate.

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