Manager - Accounting Support

Who Are We?

M3 is a Top 150 Workplaces winner named by the Atlanta Journal Constitution! Employee-owned, family-oriented, and a great place to grow your career, our company-wide personal commitment to both clients and employees is simple: do the right thing and invest in long-term relationships. Together, we work to provide the highest standard of financial services and technology to deliver on our mission to drive hospitality company success. M3 helps make hospitality companies successful through technology that drives financial performance.

Our hotel accounting software is used and trusted by the biggest names in the hospitality industry. We are looking for talented professionals to join our team!

We're located in a beautiful and modern new building with the Headquarters in Gwinnett County, GA just off I-85. Our office is complete with an employee gym, bright, open work spaces, and games in the break room (pool, shuffle board, video games).

Compensation and Benefits: 

M3 offers a strong benefits package including 100% employer paid medical as well as dental, and vision for the employee and family; life, long and term disability, and Long Term Care insurance that the company provides free of charge; 401k with a 6% match; three weeks paid time off; discretionary profit sharing; a great culture, and competitive salary.  We are a certified Drug Free Workplace and Equal Opportunity Employer. 

Description Summary: The Manager Support is responsible for developing and guiding support staff to accomplish company goals including service levels and upholding company policies.

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

• This position supervises all other roles assigned to this department personally or through subordinate supervisors, including recruiting, training and development, performance management, motivation, corrective action or termination in conjunction with HR if necessary. 
• Delegate appropriate responsibilities to support staff to:
  • Ensure timely response to customer inquiries through the CRM and telephone support.
  • Ensure that support cases are prioritized appropriately based on the M3 Support Policy.
  • Ensure that support cases are categorized appropriately in the M3 CRM.
  • Ensure that tech support email, voice mail, and new support cases are monitored throughout support hours.
  • Ensure that customers are informed of support case status, progress and estimated completion time throughout the support case process until each support case is completed.
  • Ensure that all support cases are completed in a timely manner according to support case policy guidelines.
  • Ensure maintenance of Solution Source documentation for customer reference.
• Review aged support cases and ensure that current notes and responses are added to the CRM.
• Review customer surveys and respond to each survey appropriately.
• Responsible for all mass communication to clients relating to system issues, enhancements, development, etc.
• Update the Message of the Day as needed to inform clients of pertinent information.
• Develop Standard Operating Procedures when necessary to deliver appropriate support to customers.
• Provide initial and continuous training for support staff.
• Create annual labor budget plans and submit for approval by end of each year for the next year.
• Schedule support staff and rotation of holiday coverage.
• Take any necessary disciplinary actions needed for support staff.
• Perform yearly reviews of support staff.
• Receive and reply to emails and other correspondence from M3 team members and customers.
• Provide suggestions for improvement of M3 procedures and software functionality.
• Attend all scheduled M3 meetings and conference calls.
• Develop and maintain positive working relationships with customers through emails, phone calls, and other avenues.
• Ensure billing practices are followed and delivery of information to Accounts Receivable
• Take advantage of any continuing education, seminars, or workshops to better understand the programs and to be more knowledgeable in assisting customers.
• Assist customers in understanding and training on new enhancements and features of the software.
• Ensure that documentation is created to cover support topics, enhancement and version upgrade notices, and other customer related items as well as maintain currency of documentation.
• Assist all other M3 team members in Customer Support where needed.
• Complete monthly audits.
• Additional responsibilities as assigned. 

Education/Training/Experience: 

• A minimum of 5-10 years of experience in a directly related position required.
• Bachelor’s Degree in Business or Management highly preferred, or an equivalent combination of education and experience.
• Must have strong written and verbal skills in English. 
• Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint) Specific certifications and trainings adding to the global experience of this profession are welcomed and desired.
• Must be able to build and maintain positive business relationships with co-workers and other business contacts.
• Prior experience supervising others in a leadership capacity required.

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods. 
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise. 
• Ability to travel in representing the company’s interests required. 
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.