Enterprise Support Lead – AI-Driven SaaS (Auto Aftermarket)

Epicor; Minneapolis (MN); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health & Wellness

Internal Mobility

Career Development

Education Support

Inclusive Workplace

Work-Life Balance

Global Mobility

Job summary

Epicor is seeking a Senior Manager, Customer Support to lead a multi-product, multi-national team delivering enterprise solutions. You will foster strong relationships with executive stakeholders and drive AI-enabled improvements across support workflows.

Ideal candidates will have 10+ years in customer support with 5+ years managing teams, plus SaaS/cloud experience and a track record with enterprise customers.

Qualifications

• Leadership experience driving multi-product teams.
• Experience with SaaS, cloud-based solutions and AI in support workflows.
• Strong cross-functional collaboration and stakeholder management.
• Proven track record with enterprise customers and escalations.
• Data-driven decision making and KPI management.

Responsibilities

• Lead a multi-national customer support team to deliver enterprise solutions.
• Build relationships with enterprise leadership and manage escalations.
• Apply AI to diagnose issues and optimize support workflows.
• Collaborate with Product, Hosting/Cloud, and other leaders to resolve challenges.
• Oversee solution rollouts, customer needs, and cross-functional activities.
• Define and improve support policies, metrics, and knowledge base content.
• Lead forecasting, budgeting, and staffing for the support organization.

Job description

Epicor is seeking a Senior Manager, Customer Support to lead a multi-product, multi-national team delivering enterprise solutions. You will foster strong relationships with executive stakeholders and drive AI-enabled improvements across support workflows.

Ideal candidates will have 10+ years in customer support with 5+ years managing teams, plus SaaS/cloud experience and a track record with enterprise customers.