Encompass is actively seeking a dynamic and customer-centric Senior Manager, Shared Services who is motivated and hands-on. Our ongoing expansion, marked by an increasing customer base and the growing complexity of our ERP, necessitates the expertise of an experienced technical services leader. This leader should be dedicated to guiding, evolving, and enhancing the Shared Services team to achieve tangible results within a fast-paced, cross-departmental environment.

The Senior Manager, Shared Services will be tasked with crafting and executing the strategy, plans, and streamlined processes for Encompass’ customer product integrations, data migrations, reports, and analytics. The goal is to ensure these services are delivered punctually, within budget, and leverage repeatable best practices that drives high-quality customer deliverables. Oversight of team resourcing, utilization, and revenue within the Shared Services realm will also be under the purview of this role. Additionally, the Senior Manager, Share Services will play a crucial role in fostering process improvements, project prioritization, resource allocation, and providing mentorship to team members.

Success in this role hinges on being hands-on, staying abreast of evolving technologies, delving into technical requirements with the team, and actively addressing challenges to maintain high engagement levels among both the team and customers. The Senior Manager, Shared Services will actively participate in scoping and allocating projects for their team, liaising with customers to set expectations and address escalations. Collaboration and engagement with leaders from various departments will be integral to providing strategic thought leadership and steering the team toward the future.

• Develop and govern the strategy and processes for the Shared Services team.
• Drive change within the team and effectively communicate Shared Services responsibilities, processes, and expectations across the company.
• Foster relationships with onshore and offshore team members, promoting well-organized and self-directed thought processes while adeptly identifying solutions to complex problems.
• Engage with prospects during pre-sales and customers during projects to articulate processes, expectations, and the value of Shared Services offerings as a differentiator in the sales process.
• Address and resolve customer issues and escalations.
• Innovate customers’ technical expectations beyond their status quo.
• Devise creative solutions that are repeatable, efficient, and deliver high customer value.
• Collaborate closely with Customer Success teams (Professional Services, Support, and Success Management), Sales, and Products to meet customer needs.
• Attain technical proficiency with product features relevant to Shared Services offerings.
• Adapt to changes in the work environment, manage competing demands, and navigate unexpected events with professionalism, discretion, and good judgment in interactions with co-workers, customers, vendors, and other stakeholders.

• College degree in Computer Science or equivalent experience
• 8+ years of technical professional services experience leading integrations, analytics, software development, or data migration teams in a SaaS environment.
• Deep understanding of technical offerings (API’s, middleware, snowflake, SQL, etc.) related to ERP production, distribution, inventory, warehouse, and financial capabilities.
• Demonstrated customer-facing and problem-solving skills.
• Experience presenting to all levels of customer and company leadership.
• Proven leadership and employee relations skills leading technical onshore and offshore teams.
• Ability to see and guide towards big-picture goals, while understanding niche technical issues that may not relate, e.g., having a capacity to summarize data needs in compelling ways.
• Data driven professional passionate about learning new systems and leveraging data to execute processes.