Sr. ERP Success Specialist
Job purpose:
The Senior ERP Success Specialist manages key enterprise accounts, leading complex onboarding, data migration, and technical support.
They act as the ERP subject matter expert, diagnosing customer challenges and delivering effective solutions.
The role also supports presales activities by contributing ERP expertise in demos and client discussions.
Overall, the position ensures clients gain maximum value from the platform through strong technical and financial expertise.
Duties & responsibilities:
- 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
- Utilize financial expertise to understand each client’s Business and financial model, goals, and challenges, providing tailored insights and recommendations.
- Serve as a financial advisor and success partner, guiding clients on best practices to ensure long-term satisfaction and retention.
- 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.
- 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.
- Monitor account performance, adoption, and financial outcomes to drive retention, engagement, and satisfaction.
- Identify risks or areas for improvement and proactively offer effective, data-driven solutions.
- 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.
- 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
- 2–4 years of experience in a customer-facing role, with hands-on ERP experience.
- Finance or Accounting background with strong understanding of financial reporting, data analysis, and ERP workflows.
- Familiarity with ERP platforms such as Odoo, SAP, Oracle, or Microsoft Dynamics.
- Understanding of data migration processes and ERP configuration steps.
- Proficiency in Microsoft Excel; knowledge of data visualization tools (Power BI or Tableau) is a plus.
- Experience working with clients during ERP implementation, onboarding, and support activities.
- Strong analytical thinking and problem-solving skills, with high attention to detail and strong organizational abilities.
- Excellent communication and presentation skills with both technical and financial stakeholders.
- Customer-focused and proactive mindset, with the ability to collaborate across departments and lead up to 3 team members.
- English proficiency at C1 level or above