ERP Success Team Lead
Job Purpose:
The ERP Success Team Lead is responsible for leading, coaching, and supporting the ERP Success team while also managing key enterprise accounts. In addition to overseeing complex onboarding, data migration, and technical support activities, this role provides subject matter expertise across ERP processes and implementations.
The Team Lead remains hands on, ensuring high quality onboarding delivery, providing advanced technical support for complex cases, and acting as the escalation point for critical customer issues by diagnosing challenges and driving effective solutions. This role also plays an active part in the presales process by attending strategic sales demos, supporting the commercial team with ERP expertise, validating customer requirements, and advising on technical feasibility and solution design.
The ERP Success Team Lead plays a critical role in maximizing client value from the Mazeed platform by combining strong financial acumen, deep technical knowledge, and leadership capabilities. The role works closely with Product, Sales, and Support teams to improve processes, support product feedback loops, and ensure the highest standards of delivery and team performance.
Leading ERP Team (10%)
- Lead the ERP Success team, including daily operations, task allocation, and performance monitoring.
Client Onboarding & Data Migration (15%)
- Lead and manage client onboarding, ensuring smooth setup, accurate configuration, and successful data migration of client accounts.
- Prepare solution design documentation, a process map and implementation plans.
- Attend Presales activities and manage any customization request
Financial Analysis & Advisory (10%)
- Utilize financial expertise to understand each client’s business and financial model, goals, and challenges, providing tailored insights and recommendations.
Client Success & Partnership (10%)
- Serve as a financial advisor and success partner, guiding clients on best practices to ensure long-term satisfaction and retention.
Implementation & Process Optimization (10%)
- Translate financial data and client workflows into actionable implementation plans that align with business objectives.
- Support knowledge sharing within the team and contribute to internal documentation.
Cross-Functional Collaboration (10%)
- Collaborate closely with product, operations, and support teams to ensure seamless execution and alignment on client needs.
- Join the commercial team to identify client needs and deliver tailored product demos based on the industry and business model.
Performance Monitoring & Retention (10%)
- Monitor account performance, adoption, and financial outcomes to drive retention, engagement, and satisfaction.
Risk Identification & Problem Solving (10%)
- Identify risks or areas for improvement and proactively offer effective, data-driven solutions.
Support & Issue Resolution (10%)
- Manage and follow up on client support tickets, ensuring first call/chat resolution and clear communication between clients and internal departments.
- Act as the voice of the customer—bring real-world insights to help shape roadmap and feature delivery.
Presales Support (5%)
- Attend sales demos as the ERP subject matter expert to support the commercial team.
- Analyze client business needs in real time during demos and translate them into ERP use cases.
- Handle customer functional and technical questions live during sales meetings and demos.
- Assess and validate customer customization requests and advise on feasibility, effort, and product fit.
- Support solution positioning by mapping customer requirements to Mazeed ERP modules and features.
- Document presales findings and requirements to ensure smooth handover to onboarding and implementation teams.
Qualifications
- 5 to 7 years' experience customer-facing role, on ERP products and onboarding is a must
- Team Leadership/Supervisory experience is a must
- Finance or Accounting background
- Familiarity with ERP platforms (e.g., Odoo, SAP, Oracle, or Microsoft Dynamics)
- Understanding of financial reporting, data analysis, and ERP workflows
- Basic understanding of data migration processes and ERP configuration steps
- Proficient in Excel or knowledge of data visualization tools (Power BI, Tableau) is a plus
- HubSpot knowledge is a plus
Additional Information
If you're excited to embark on this journey with us, to be part of an innovative team that's changing the game for small businesses, we encourage you to apply. At mazeed, we don't just hire employees; we welcome team members who share our values and vision. Join us in making a real impact on the financial well-being of small enterprises while advancing your own career. Your success is our success, and together, we'll reach new heights in the world of finance and accounting.
Join our mazeed Family and enjoy a comprehensive benefits package that includes competitive compensation, comprehensive health coverage, professional development opportunities, work-life balance initiatives, an inclusive company culture, and performance bonuses and incentives. We prioritize the well-being and growth of our employees and strive to create a supportive and rewarding work environment.