Manager, SAP Customer Support

Build your future with Sovos.

If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

At Sovos, we're dedicated to more than just solving compliance challenges – we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don't worry if you don't check all the boxes – apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Work You'll Do:

The Client Support Manager – SAP Solutions supervises members of the SAP Support team and is responsible for ensuring that all SAP-integrated tax compliance services are successfully supported in a timely fashion while delivering an outstanding customer service experience. This individual is passionate about client service and leading others, is extremely detail oriented and organized, and is an excellent communicator.

In this role, you will lead a team dedicated to supporting customers who leverage Sovos solutions within their SAP environments. The Client Support Manager may also be responsible for overseeing a specific Sovos team, product, or service offering. This role requires a high amount of collaboration with the larger department team and with other teams across Sovos globally.

More specifically, you will:

• Supervise members of the Client Support team and hold the team accountable for service levels and process controls related to SAP customer support
• Provide strong leadership, guidance, and mentorship to the team on SAP-related support matters
• Responsible for interviewing, hiring, training, coaching, mentoring, assigning work, appraising performance, and developing employees
• Monitor team execution of activities, status reporting, issue management, and client service level outcome alignment for SAP customers
• Provide assistance to the team in resolving client issues, including SAP integration and ABAP-related challenges
• Monitor ticket activities to ensure timely completion of tasks
• Manage client escalations, including timely case review and regular push communications to internal stakeholders
• Coordinate incident response activities across multiple teams
• Facilitate incident calls and ensure appropriate resources are engaged
• Define and lead the team to successful completion of department goals
• Define and report on utilisation and other efficiency and quality metrics
• Provide input into process and technology improvement, offering suggestions to build internal efficiencies, increase scalability, and reduce risk
• Demonstrate initiative, drive, and determination to achieve results, success, and growth
• Take full responsibility for ensuring internal and external customer satisfaction
• Act with integrity and demonstrate ethical behaviour in all matters with all stakeholders
• Adhere to a culture of professionalism, operational excellence, and drive for results
• Maintain a high level of energy, enthusiasm, engagement, and commitment to action
• Demonstrate a high degree of self-awareness and commitment to personal development and learning
• Assume and execute additional responsibilities as assigned

What We Need From You

• 5+ years of work experience preferred, ideally in SAP customer support or SAP technical environments
• Previous ABAP experience is required
• Previous e-transformation (e-invoice, e-ledger, e-archive etc.) experience is required
• Familiarity with SAP ERP systems and integration points with third-party solutions
• Sense of urgency and client-first approach are indispensable
• Strong problem-solving skills and the ability to accept responsibility
• Strong time management, organisational, and decision-making skills
• Ability to lead and empower teams to achieve individual and operational goals
• Excellent oral and written communication skills in English
• Strong sense of personal integrity and accountability
• Demonstrates initiative, drive, and determination to achieve results, success, and growth
• Ability to effectively manage multiple work assignments and projects
• Ability to work as a member of a team and cross-functionally
• Ability to interact effectively with teammates, colleagues, leadership, and customers
• Ability to comprehend and communicate complex concepts
• Ability to concentrate, analyse, and resolve complex problems
• Proficiency with technology (e.g., phone systems, computer hardware, and software applications) to fulfil work requirements

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• An opportunity to work with a global team
• Bi-Weekly Meeting Free Days
• Mentoring Programs
• Globally recognised Training and Development programs
• Benefits

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.

Company Background

Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries – including half the Fortune 500 – trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.