Head of Clients’ Support at AES

The position is primarily responsible for overseeing the provision of systems maintenance and support for systems implemented at our clients. The Head of Clients’ Support will analyze the systems and work directly with clients and support engineers to define system requirements, design and propose solutions, configure the software, and train clients’ employees. Basically, the position oversees the optimization of deployed solutions to Clients. The position also recommends and oversees the installation of new upgrades and testing for bugs.

Position Responsibilities

• Oversee the provision of support to all systems and manage all systems issue requests and resolutions.
• Continuously communicate with the client project manager and other internal stakeholders to ensure visibility of project support status and issues resolution.
• Develop individual project plans, providing a framework for the proactive and successful management of issues, risks, and deliverables.
• Provide effective phone and email communication to customers, coordinating regular status calls and other activities necessary to motivate and encourage client staff toward project conclusion.
• Management of Service Level Agreements (SLAs).
• Ensure business growth levels through recommendations of upgrades where appropriate.
• Prepare weekly targets and reports and give the latest status of their work
• Escalate issues on time to the Directors or any other supervisor where need be.

The Skills Required: -

• ERP System development skills
• ERP Systems implementation skills
• Time Management - setting and meeting goals.
• Personal effectiveness – delegation of duties
• High Achievement – focus on the success of set goals.
• Solving problems and making decisions
• Good customer relation skills.
• Effective communication – training, presentation and writing
• Ability to work independently.
• Team Player

Professional Qualifications Requirements: -

• A graduate with a bachelor’s degree in computer science, information technology, software engineering, or another closely related field with the following specific experience spanning at least 7 years.
• ERP Certification Microsoft Dynamics NAV and AX Functional Certification.
• Has undertaken at least 3 cycles of ERP project implementation.
• Demonstrable system development experience of at least 2 years in ERP, Web portals, and mobile applications.
• Extensive knowledge of business processes, ERP configuration or development tools, and coding languages.
• Has skills in Microsoft 365 Support.
• Very keen on Client Management.
• Extensive knowledge in new technologies.
• Excellent negotiation skills.
• Exceptional interpersonal, collaboration, and communication skills.
• Exceptional problem-solving, analytical abilities, and service delivery.
• Excellent time management and organizational skills.
• Has in-depth skills on people management