position

ERP Support Advocate

organization summary

About Sockeye

Sockeye is a Sage Intacct Premier Partner and a member of Sage Intacct President’s Club. Sockeye has been recognized as Growth Partner of the Year for two consecutive years in a row. We leverage technology and deep partnerships with our clients to improve business operations and finance outcomes. At Sockeye, we believe in a positive work-life balance, which promotes healthy lifestyles that allows our team members to grow both professionally and personally.

position summary

ERP Support Advocate

The ERP Customer Success Advocate will be responsible for supporting clients continued success through managing customer improvement projects and supporting the Account Manager on ongoing initiatives as needed. This position will include scoping, designing, and delivering solutions with high customer satisfaction and successful customer adoption that align with the client’s long-term strategic goals. The ERP Customer Success Advocate works well independently or on a team and believes in delivering exceptional solutions to improve the customer experience. This candidate will be expected to communicate effectively, openly, and in a timely manner with team members, management, and clients.

Responsibilities of this role include the following:

Essential Functions:

  • Welcome and onboard clients moving into ongoing success from the implementation phase of the client relationship
  • Build positive and lasting relationships with Sockeye clients while developing a deep understanding of customers’ businesses and their teams
  • Be an enthusiastic champion of Sockeye’s values, products, and customer success model
  • Provide an extraordinary customer success experience
  • Define a customer check-in schedule working with the Account Manager and meet with clients on a scheduled basis
  • Encourage continuous improvement in the areas of reporting/dashboarding and automation
  • Build industry specific key performance indicators, reports, and dashboards
  • Develop knowledge of ERP software including staying current with the latest product features and enhancements to recommend to clients
  • Maintains working knowledge of 3rd party applications to support Account Manager as a technical resource in seeking addon solutions
  • Strong consulting, communication, and leadership skills, managing expectations and delivering high quality solutions
  • Follow Sockeye’s prescriptive implementation methodology resulting in in-scope/on-budget/on-time delivery, high customer satisfaction, and successful customer adoption
  • Effective documentation of customer business requirements into configurable software solutions and business management processes utilizing Sockeye’s best practices
  • Demonstrated expertise with financial and accounting functions and business processes
  • Monitor and respond to customer financial, technical, and support issues related to the system implementation and ongoing use of the ERP system
  • Conduct training for customer end-users at all levels of the client organization and relate system functionality to specific business requirements
  • Utilize knowledge repository of deployment best practices and contribute lessons learned
  • Assist project team with all aspects of the implementation process which includes collaborative consultation with the client, requirements definition, solution design, configuration, unit and integration testing, training, data cleansing, and data migration

Job Specifications:

  • Strong business analytics skills solving complex problems and interpreting customer requirements into deliverable solutions
  • Ability to successfully multi-task across projects, customers, and internal activities
  • Self-motivated with excellent organization, communication, collaboration, and presentation skills
  • Highly enthusiastic, proactive, positive-minded, customer focused, and service-oriented
  • Maintain high level of customer satisfaction
  • Achieve and maintain product certifications
  • Ability to work both independently and collaboratively in a team environment
  • Advanced proficiency with Excel (pivot tables, vlookups, macros, etc.) is preferred for efficient data mapping, integration, and migration of customer data
  • Learns technology and applications quickly
  • Ability to quickly adapt to changing situations
  • Ability to meet deadlines
  • Exhibits professionalism at all times
  • Requires minimal, occasional travel
  • Completes any additional assignments as requested by management


Qualifications:

  • Bachelor’s degree or greater in Accounting, Business Management, Computer Science or MIS related field
  • CPA, CMA, PMP certification and accounting degree preferred, or knowledge of finance and accounting including basic accounting processes/principles
  • 2-4 years of experience consulting and implementing ERP/Financial applications or other SaaS solutions
  • Knowledge of Sage Intacct, Sage 100, Sage 300, or Microsoft GP

physical demands:

  • Endure various physical movements throughout the work areas
  • Must be able to sit, type, answer phones, write correspondence and other

interested in joining sockeye's team?

Sockeye is an Equal Opportunity Employer

Sockeye is a business software consulting company that focuses on implementing, customizing, and supporting Microsoft’s Dynamics line of business software applications and Sage Intacct Financial Management Solutions. 

Our collective skill set is diverse with extensive experience in business analysis, systems design, application development/customization, training and documentation, platform integration, implementation, administrative/end user support and more.

Sockeye Team at Office