VistaVu Solutions is an employee-owned tech company on a high growth curve. We deliver full lifecycle ERP implementations, transformation projects, and responsive support through our partnerships with SAP S/4HANACloud, SAP Business One, SAP Business ByDesign, Boomi, and Amazon Web Services to mid-market companies in a broad range of industries primarily within the United States and Canada. In addition, we provide customer specific solutions to our customers that enable the customer to be unique, meet their unique requirements and allow them to innovate at speed Our industry specific expertise, product extensions, and award-winning services help our customers RUN GREAT.
It's our people that make VistaVu unique and different from other technology solution providers. We are smart, determined, and not afraid to try new things. We advocate for our customers and earn their trust by understanding their business, using proven processes to serve their needs, and delivering a high return on investment. Our core values shape our culture, define our character, and guide how to make decisions across every level of our organization.
Our Core Values
- Results: You want to work in a company based on meritocracy where your results determine your trajectory (not time served).
- Trust: When your manager gives you something you use your critical thinking and proactive mindset to find a way to get it done and done well.
- User Experience: You appreciate what good customer experience looks like and are driven to consistently go above and beyond for the customer.
- Embrace Change: You thrive within a dynamic and evolving organization.
- Growth: You are consistently investing into and upgrading your skills and experiences.
- Gratitude: You want to feel appreciated, and you look to say thank you loudly and often to others on the team.
The Opportunity
VistaVu is looking for an experienced SAP Support Manager / Project Manager who will be responsible for onboarding customers into VistaVu's support program, ensuring a seamless transition from implementation to support. This role includes managing the Jira support portal, triaging tickets, facilitating escalations to SAP, maintaining strong client relationships, and identifying potential upsell/cross-sell opportunities. Additionally, the individual will manage their schedule effectively to balance both support management and project management responsibilities.
How do you know you are a fit?
- You have a demonstrable history of resilience and taking on challenges.
- You can translate business strategy to project vision.
- You are flexible and able to adapt to change.
- You can influence and win respect.
- You are proactive and have a strong can-do attitude.
- You are confident and determined.
- You have a high level of Integrity and are dependable.
- You are a driven, passionate, and compassionate individual.
- You have high-level emotional intelligence and maturity with good people skills.
- You have strong business acumen.
- You are a self-starter and ambitious.
- You are a team-oriented individual.
What will you be doing?
Support Manager:
- Customer Onboarding & Engagement
- Educate customers on how to raise tickets, navigate the support portal (Jira), and work effectively with consultants.
- Ensure customers understand service-level agreements (SLAs) and escalation procedures.
- Onboard customers into the support program and ensure a seamless transition from implementation.
- Engage in regular recurring meetings with customers to review service delivery, performance, and ensure compliance with SLAs.
- Support Portal & Ticket Management
- Maintain Jira as the primary support portal.
- Triage and assign tickets to the appropriate functional or technical consultants based on priority and expertise.
- Manage escalated tickets requiring SAP involvement and oversee resolution timelines.
- Customer Relationship Management
- Act as the primary point of contact for support-related client interactions.
- Foster and maintain strong client relationships, ensuring high levels of satisfaction and proactive issue resolution.
- Analyze support ticket trends and provide recommendations for process improvements, automation, or knowledge base enhancements.
- Revenue Growth & Upsell Opportunities
- Identify upsell and cross-sell opportunities during customer interactions and coordinate appropriate internal resources to capitalize on these opportunities.
- Collaborate with sales and account management teams to capitalize on upsell/cross-sell opportunities.
- Ensure that documentation, SOPs, and best practices related to support processes are maintained and followed.
- Collaborate with internal teams to drive continuous improvement in service delivery and customer experience.
Project Manager:
- Manage workload and schedule effectively to balance responsibilities as both a support manager and a project manager.
- Plan, coordinate, and oversee project activities to ensure successful delivery within scope, timeline, and budget.
- Work closely with clients, consultants, and stakeholders to define project objectives, deliverables, and success criteria.
- Monitor project progress, address risks or roadblocks, and ensure adherence to project governance frameworks.
- Facilitate regular project status meetings and provide timely updates to stakeholders.
- Develop and maintain project documentation, including plans, reports, and issue logs.
- Ensure seamless collaboration between project and support teams for a smooth transition post-implementation.
What experience do you need?
- 10+ years of experience in a support management, project management, or client-facing service delivery role in the professional services industry; experience managing and supporting mid- to large-scale projects.
- Experience in managing customer support programs, ticketing systems, and SLAs.
- Proven track record in managing escalations, troubleshooting complex issues, and working with vendors like SAP.
- Hands-on experience in identifying business development opportunities within existing client engagements.
- Experience leading cross-functional teams and facilitating collaboration between support and project teams.
- Strong understanding of SAP solutions (S/4HANA and ECC) with specific knowledge/expertise in at least one functional area (e.g., FICO, MM, SD, PP, etc.). Experience with SAP Cloud projects/implementations (S/4 HANA Cloud Public or S/4 HANA Cloud Private) would be preferred.
- Knowledge of SAP Activate Methodology; certification a plus.
- Willingness to travel to client sites and work on a hybrid in office model
- Bachelor's degree in Business, Information Technology, or a related field, or equivalent experience.
- PMP certification is a requirement.
- Familiarity with Jira or similar ticketing/support management platforms.
- Advanced knowledge of MS Office including MS Project;
- Recent SAP certification in S/4HANA Cloud Private or Public.
What skills we value?
- Strong knowledge of Jira or similar support ticketing systems.
- Understanding of SLA management, service delivery frameworks, and customer support best practices.
- Proficiency in project management methodologies (Agile, Waterfall, etc.).
- Ability to analyze support trends and recommend process improvements.
- Knowledge of SAP or other enterprise software platforms.
- Experience with reporting and data analysis to monitor support performance.
What's in it for you?
- Influence the financial management, structure and direction of our rapidly growing mid-market business.
- Ownership through our Employee Share Option Program where you will have an integral role of influencing and contributing to the company success.
- Competitive remuneration
- Flexible Health and wellness spending account.
- Bonus program.
- STD, LTD, Life and Critical Illness benefit program.
- Work with great people in an environment where we live our core values.
- Growth as we provide you challenges and opportunities to advance your career development and training.
At VistaVu Solutions, we are committed to an inclusive and equitable workforce that values, represents and supports the communities in which we work and live. We welcome people from all backgrounds, ethnicities, cultures, and experiences and are committed to maintaining a respectful work environment that also supports the diverse needs of our employees. We encourage applications from all individuals including those who are Indigenous, members of visible minority groups, of varied abilities, persons of any sexual orientation or gender identity and expression, as well as with any other dimension of diversity.
VistaVu will make reasonable accommodations for qualified applicants who would require accommodation in applying for this role or throughout our hiring process unless undue hardship would result. Any applicant who requires accommodation should contact VistaVu's hiring team at . The applicant should advise VistaVu what accommodations they need to participate in the process.