Binary Stream Software - ERP Solutions

• Lead and oversee the Customer Support team, ensuring timely, high‑quality resolution of customer issues across implementation and ongoing product use. • Own day‑to‑day support operations, including ticket intake, prioritization, and resolution, ensuring accurate documentation and status tracking. • Manage team scheduling and workload distribution to meet service levels and customer commitments. • Identify, manage, and escalate risks or issues that may impact customer satisfaction or team performance. • Act as the primary liaison between Customer Support and Development, ensuring clear communication of issues, requirements, and customer impact. • Lead customer escalations by contributing to technical analysis and recommended paths to resolution. • Coach and develop team members through regular feedback, objective setting, and performance reviews. • Deliver hands‑on support for priority customers when needed, including product setup or configuration support.

• Create and execute test cases and test scenarios • Perform functional, regression, integration, and usability testing • Identify, document, and track defects • Conduct backend/database testing using SQL queries • Collaborate with developers to troubleshoot issues • Participate in Agile ceremonies and QA process improvements • Support automation testing initiatives where applicable

• Drive revenue by owning and closing sales opportunities through the Microsoft Dynamics reseller channel • Actively create and progress new opportunities by engaging existing partners, building new reseller relationships, and uncovering demand across your assigned territory • Own the full sales cycle from opportunity identification through close, in partnership with reseller sales teams • Build and maintain strong, productive relationships with reseller partners to support opportunity creation and deal progression