The CX Manager is also a key escalation leader, capable of operating calmly and decisively in high-pressure situations while exercising strong judgment on when to escalate and when not to.
What You Will Do
Expert Diagnosis & 3rd Level Support: Serve as the definitive 3rd level of support for complex technical issues, performing deep-dive diagnostics on ERP integrations and P2P workflows to resolve problems that go beyond standard support capabilities.
Analytical Problem Solving: Analyze incident tickets and system behavior to identify root causes, providing technical guidance and structural solutions that reduce the need for unnecessary R&D or Product escalation.
Execution Bridge: Act as the execution bridge between Customer Success, Product, and Engineering to ensure customer priorities are technically aligned, owned, and delivered.
Lead Complex Escalations: Manage high-stakes customer escalations and crisis situations by providing clear technical ownership, structured communication, and follow-through until resolution.
Proactive Risk Identification: Use data and customer signals to identify critical technical risks early, preventing important integration work from stalling.
Escalation Discipline: Distinguish true technical critical issues from noise, escalating with intent and ensuring clear technical ownership.
What You Will Bring
How you operate (Skills & Competencies)
Diagnostic Expertise: Ability to look beyond surface-level requests to find the underlying technical or process-driven root cause.
Analytical & Business-Minded: Highly analytical with an ability to tackle complex problems in a structured and organized way.
Structured Communication: Clear, structured communication across both technical (Engineering) and non-technical (Customer Success) audiences.
Technical Influence: Comfortable influencing senior stakeholders and technical teams through data-backed analysis and expert domain knowledge.
Judgment Under Pressure: Excellent judgment in high-pressure situations, quickly identifying what is truly critical for system stability.
Your background (Experience & Qualifications)
ERP Implementation Expertise: 4+ years of hands-on experience in end-to-end ERP / Financial Systems implementation projects, as implementor or lead of UAT, from start to successful go-lives.
Deep Business Knowledge: Comprehensive understanding of business processes, specifically within the Procure-to-Pay (P2P) lifecycle.
Integration Experience: Significant experience integrating ERP and accounting systems with external SaaS platforms (nice to have).
Complex Escalation Management: 3+ years of experience managing high-stakes customer escalations, potentially via "war rooms" or in major transformation programs.
Technical Collaboration: Strong ability to collaborate with external 3rd party consultants and development teams through all phases until release.
Fast-Paced Environment: Experience operating effectively in high-stakes, dynamic environments with a "do-what-it-takes" spirit.
General Skills: Familiarity with AI technologies, machine learning & LLM concepts, and practical experience applying AI into daily operations
Education: Bachelors degree in Engineering, Business, or a related technical field.
