Sr. Manager of Product Support

Nextep is a Professional Employer Organization (PEO) providing HR services to small and mid-sized companies. The Sr. Manager of Product Support leads a technical support team and oversees configuration, support, and operational workflows for PrismHR, Salesforce, and financial and time-tracking integrations.

Responsibilities:

• Lead with Impact: Direct, mentor, and inspire a team of technical product support experts, fostering a high-performance culture focused on delivering exceptional solutions and customer service
• Drive Operational Success: Oversee the operational workflows of the product support team, ensuring that all software solutions are functioning optimally to support Nextep's internal teams and clients
• PrismHR Configuration & Support: Serve as the internal champion and primary escalation point for all PrismHR platform configuration, troubleshooting, and advanced support needs
• Salesforce Support & Optimization: Oversee the administrative support, optimization, and workflows of our Salesforce platform, ensuring seamless CRM performance and tight integration with other key tools
• General Ledger Implementation: Lead the implementation, mapping, and ongoing technical support for General Ledger integrations, ensuring accurate financial data flows for our clients
• Time & Attendance Systems: Oversee the deployment, configuration, and support of Time and Attendance systems to guarantee reliable tracking and payroll synchronization
• Cross-Functional Collaboration: Partner closely with Product, Engineering, and Client Success teams to identify areas for system improvement, streamline processes, and roll out new product features effectively

Requirements:

• 5+ years of proven experience working within the PEO industry
• Deep, hands-on experience leveraging, configuring, and supporting the PrismHR platform is strictly required
• Experience managing, supporting, or administering Salesforce to drive business operations and support cross-functional teams
• Demonstrated experience managing and developing a team of technical support professionals or software specialists
• Strong background in supporting General Ledger implementations and complex system integrations
• Background in Time and Attendance implementation and support
• Excellent analytical skills with a proactive approach to troubleshooting and resolving complex system issues
• Exceptional written and verbal communication skills, with the ability to translate technical jargon into clear, actionable insights for both technical and non-technical stakeholders
• Experience with UKG Ready