SENIOR APPLICATION SUPPORT MANAGER JOB DESCRIPTION

A Senior Application Support Manager owns the service delivery layer that sits between a software product and the customers paying to use it. In SaaS and ERP environments, this means holding accountability for managed services practice operations, customer satisfaction scores, and the escalation path that keeps enterprise accounts from churning. The role reports into senior leadership and coordinates across product, sales, and technical teams to convert support signals into roadmap input. Few seats in a software organization carry simultaneous responsibility for team performance, contract health, and strategic service design.

As the Senior Application Support Manager, you define the operating standards and escalation framework that determine whether enterprise customers renew, expand, or leave. You hold accountability for a support team spanning SaaS platform delivery and ERP managed services, working in close coordination with product leadership and client-facing practice managers.

Career Impact: Owning a managed services practice at the senior level builds the kind of cross-functional credibility - across ERP, SaaS, and customer success domains - that opens doors to Director of Support or VP of Service Delivery.

Business Impact: The work this role does directly determines net revenue retention figures, because unresolved escalations and weak service processes are the leading drivers of enterprise churn in subscription software businesses.

Growth Opportunity: Exposure to both CSAT-driven consumer SaaS and ERP contract management broadens the scope of your next role well beyond what a single-product support function typically offers.

• Lead day-to-day managed services practice operations, coordinating with location practice managers to maintain proactive service delivery across enterprise accounts.
• Own the escalation framework, implementing remediation plans that resolve customer issues beyond standard support scope before they affect contract renewal.
• Establish quarterly service objectives for support teams and communicate targets clearly to internal stakeholders and client contacts.
• Analyze support KPIs including CSAT, escalation volume, and service level adherence to identify and execute process improvements.
• Partner with product teams to ensure customer-reported defects and feature needs are correctly prioritized on the development roadmap.
• Develop proactive and self-service support processes that reduce inbound load while sustaining customer satisfaction across the portfolio.
• Direct resource planning including hiring, rotation, and staff engagement for teams distributed across multiple client projects.

• Bachelor's degree in Information Technology, Business, or a related field, or equivalent work experience.
• 3 or more years of experience managing application support or managed services teams in a SaaS or ERP environment, with demonstrated ownership of customer satisfaction outcomes.
• Experience defining service level frameworks, escalation procedures, and proactive support processes that measurably reduce support volume.
• Proven ability to analyze support metrics and translate findings into actionable process or product improvements.
• Ability to manage staff engagement, set performance targets, and maintain team productivity across distributed or matrixed project structures.
• Strong written and verbal communication skills, with experience presenting to senior internal stakeholders and enterprise clients.
• Experience working cross-functionally with product, sales, and technical delivery teams to align on shared service goals.

• Experience with ERP platforms such as Oracle E-Business Suite, SaaS ERP, or HCM modules within a managed services delivery model.
• Background in preparing customer-facing tenders, contract reviews, or service presentations for enterprise accounts.
• Familiarity with change management principles applied to evolving support models during product transitions or platform migrations.
• MBA or advanced degree in operations, technology management, or a related field.

• CSAT score per quarter, reflecting direct customer experience with managed support delivery.
• Escalation closure rate within SLA window, measuring how effectively critical issues are resolved before executive involvement.
• Support ticket deflection rate, tracking the proportion of inbound volume absorbed by self-service processes.
• Employee engagement score across managed services teams, indicating the health of the team environment this role maintains.
• Portfolio renewal rate, reflecting whether account health management translated into renewed contracts at period end.
• Typical tools: customer support platforms (commonly Zendesk or ServiceNow); project tracking systems (commonly Jira or Azure DevOps).

• Base Salary Range: $110,000 to $145,000 annually depending on experience and location.
• Bonus: Annual performance bonus typically 10 to 15 percent of base salary.
• Equity: RSUs or stock options common at mid-to-large technology and SaaS employers.
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard.
• PTO: 15 to 20 days annually plus standard US public holidays.
• Common Perks: Remote or hybrid flexibility, professional development budget, certification reimbursement.
• 
  

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Work authorization in the United States is required for this position. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the hiring process upon request. Employment offers are contingent on satisfactory completion of a background screening appropriate to the role and industry.

The Senior Application Support Manager leads end-to-end equipment transportation and mechanical installation programs for Siemens Healthineers, partnering with Sales, Service, Logistics, and third-party providers to ensure on-time, high-quality delivery. Working within a global medical technology company serving an estimated 5 million patients daily, this role shapes supply chain and installation outcomes that directly support customers in delivering high-quality patient care.

Key Responsibilities

• Ensure all system transportations as well as mechanical installations are completed on time and with the highest quality.
• Act as a liaison to 3rd party providers for all equipment transportation and mechanical installation processes.
• Develop strong working relationships and communications paths with the SCM groups in the Business Lines and in corporate Logistics.
• Lead collaborative efforts with Siemens teams to ensure a positive customer solution/experience, including Sales, Service, Logistics and other functional teams.
• Resolve customer issues beyond scope of Project Management and implement corrective actions.
• Analyze data to assess installations, make improvements, and streamline processes.
• Demonstrate a strong work ethic and commitment to delivering on time and with high quality.

Required Qualifications

• BS/BA in related discipline or advanced degree, or equivalent combination of education and experience.
• 10+ years of experience with supply chain management, project management, and installation of capital medical equipment.
• Experience with transportation/logistics including import, export, customs, and FDA inspections, and rigging/mechanical installation of capital equipment in a regulated industry.
• Knowledge of 3rd party vendor management, contract interpretation and negotiation, auditing, and conflict resolution.
• Proficient with MS Windows platform and MS Office (Excel, PowerPoint, Word, Outlook).
• Self-driven with effective communication, collaboration, decision-making, and strategic thinking skills.
• Ability to influence without authority and collaborate across all levels of an organization.
• Willing to travel up to 15%.

Embedded within Marshall Land Systems' Managed Support Services division, the Senior Application Support Manager leads the Futures Team in developing cost-effective support offerings and delivers the Support Solution Design Manager role across designated defence programmes. Working closely with the Director of Support Programmes, customers, and partner organisations, this role builds the MSS business pipeline and ensures confident stakeholder delivery across complex, matrixed defence acquisition environments.

Core Functions

• Support the Director of Support Programmes in delivering all MSS objectives and growing the MSS business in accordance with the business plan.
• Lead the Futures Team to develop innovative and cost-effective managed support service offerings and new strategic products.
• Engage with customers and partner organisations, bidding for opportunities where Support is an element of the MADG offer.
• Lead the team in creating bid/project-specific MSS solutions, planning, scheduling, budgeting, implementation, and stakeholder management.
• Deliver the role of Support Solution Design Manager for designated projects, collaborating with technical disciplines as the Project Support Solution Architect.
• Brief customers and the MADG Management Board at Programme Reviews.
• Line manage the Future Solutions Team, set and review individual performance targets, and act as deputy to the Director of Support Programmes.

Qualifications & Experience

• Academic degree or equivalent in a technical discipline from a university or higher educational establishment.
• Experience managing multi-function projects in a matrix organisation, including project management, business development, and strategic growth planning.
• Experience in fleet management, performance-based logistics and support contracts, availability contracting, integrated logistics support, and change management delivery.
• Experience in design and development of support solutions for electro-mechanical systems, preferably in the Land environment, with understanding of the Defence market and defence acquisition.
• Proactive, innovative thinker with strong analytical and problem-solving skills, and excellent written/verbal communication skills, with the ability to engage, influence, and lead teams across all levels of an organisation.

Reporting to senior leadership, the Senior Application Support Manager owns a customer support organization for OfficeRnD, a coworking platform provider, overseeing team growth, KPI analysis, and the development of proactive and self-service support processes. Partnering with product and cross-functional peers, this role delivers measurable improvements in customer satisfaction scores and ensures support needs are accurately represented on the product roadmap.

Primary Duties

• Lead a support organization that consistently delivers exceptional service as demonstrated by high customer satisfaction scores.
• Coach and support managers to develop practices, culture, and capabilities within their teams.
• Grow the team, drive employee engagement, and foster a positive and productive environment.
• Analyze customer support KPIs and make decisions to improve service levels, customer satisfaction, and reduce escalations.
• Develop and implement procedures leading to a highly effective, consistent, and efficient customer support organization, including proactive and self-service support processes.
• Establish quarterly objectives for customer support teams and communicate them clearly to all stakeholders.
• Work cross-functionally to ensure collaboration for shared goals, a frictionless customer journey, and a competitive support service.

Skills & Qualifications

• Bachelor's degree in an IT-related field is a plus.
• 3+ years of experience managing customer support teams in a software company; SaaS experience is a plus.
• Proven track record of establishing proactive support services, increasing CSAT, and using data and analysis to drive decision-making.
• Proficiency in ZenDesk or other support systems, and Jira or other project management systems.
• Strong ability to communicate, influence key stakeholders, set strategy, manage change, and adapt to dynamic environments.
• Highly proficient in spoken and written English.

Sitting at the intersection of advertising and e-commerce, the Senior Application Support Manager at Amazon Advertising leads product launch readiness strategies and manages multiple complex project deployments simultaneously across a multi-organizational stakeholder environment. Operating across mobile, desktop, and proprietary device ecosystems, this role delivers performance improvements that raise the support bar for advertising partners and generates measurable return on investment for the business.

Duties

• Develop and execute product launch and expansion readiness strategies.
• Coordinate with stakeholders and dependencies across multiple organizations.
• Communicate across various parties to ensure alignment of goals and milestones.
• Evaluate product launches or expansion performance and propose improvements that raise the support bar for Advertisers.
• Manage multiple deployments of complex projects simultaneously.

Experience & Qualifications

• Bachelor's degree required, Master's degree or MBA in business, operations, or related field preferred.
• 10+ years of progressive responsibility in program or project management; 5+ years delivering cross-functional projects with tech and non-tech teams, including in operational management, product, or program management roles.
• Experience defining program requirements, using data and metrics to determine improvements, and serving as a process deployment program manager.
• Highly organized with the ability to complete high volumes of tasks with little guidance and tight deadlines, proven ability to influence senior leaders, navigate ambiguity, and communicate exceptionally in written and verbal form.
• Ability to travel internationally.

A key member of the Version 1 ERP Managed Services leadership team, the Senior Oracle Applications Support Manager delivers proactive managed services to customers by overseeing daily practice operations, resource planning, and stakeholder engagement across internal and external accounts. Collaborating across ERP Location Practice Managers and senior client stakeholders, this role builds customer satisfaction, supports revenue generation, and advances the next generation of managed service offerings.

Accountabilities

• Managing ERP Managed Services Practice operations daily alongside ERP Location Practice Managers to deliver a proactive Managed Service to customers.
• Act as point of contact internally and externally to escalate issues and implement remediation plans to improve customer satisfaction.
• Manage staff engagement for teams across projects within ERP Managed Services Practice.
• Prepare tenders, deliver customer presentations, and conduct customer contract reviews.
• Promote the Version 1 brand within portfolio customers and across the wider market.
• Plan resources including mobilisations, rotations, and new hires.
• Contribute to strategy and innovation planning for the next generation of Managed Services and value-add initiatives.

Background & Experience

• Strong experience within Oracle Applications including E-Business Suite, SaaS ERP, and HCM.
• Understanding of business models, operating models, financial models, budgeting processes, and risk management.
• Project management experience with strong multi-tasking and problem-solving skills.
• Good communication skills with the ability to work with senior stakeholders and customers or system integrators in a tech capacity.
• Leadership capability with a desire to develop and guide teams in an efficient and effective environment.