Manager, Client Care

Role: Manager, Client Care
Location: United States/Canada
Team: Client Care
Reports To: Tanya Todd
Reporting to Position: Director, Client Support Services

Position Overview

Managing resources on the Client Care team, as well as providing senior-level support and support contract management, the Manager, Client Support Services is responsible for supporting clients from the initial intake of a reported issue, providing functional support, and supporting the client through to issue resolution and reporting.

Required Qualifications, Experience & Skills
  • Five (5) + years of experience in AX/D365 F&SC implementation and support
  • Bachelor’s Degree in Information Systems Management, Computer Science, or related experience
  • Proven ability to work with and contribute to a virtual team of functional/technical consultants working from different locations (including offshore)
  • Possess adequate knowledge of technical issues to be able to triage appropriately and understand resource requirements
  • Strong interpersonal and communication skills, ability to speak with executive/senior level management
  • Project Management and organization skills – Provide weekly/monthly project reporting to customers and director, provide resource plans, as well as the ability to track and report on project status
  • Management experience
  • Highly motivated, self-starter with the ability to take ownership of tasks and activities and drive them to completion
  • Effective multitasker who can work on a variety of issues at the same time
Desirable Qualifications and Experience
  • Demonstrated ability to work in a constantly changing environment with limited direction
  • Ability to ‘get things done’ across the breadth of own organization
  • Familiar with Agile implementation methodology
  • Experience working with a multicultural and/or multilingual team across several time zones
  • Strong functional knowledge of D365 Finance and related applications
  • High level technical knowledge of D365 for Finance and related applications
  • Working knowledge of PBI is a plus
  • Azure DevOps, LifeCycle Services, and experience in related technologies
Key Responsibilities
  1. Troubleshoot and resolve support cases at the senior consultant level
  2. Ensure progression and resolution of open support tickets, escalating within Arbela or with client as required
  3. Understand requirements for enhancement requests, author related Functional Design Documents, collaborate with technical resources for development work, and coordinate with client through to deployment
  4. Possess adequate knowledge of technical issues to be able to triage appropriately and understand resource requirements
  5. Act as Project Manager for Client Care clients
  6. Send weekly/monthly PowerBI (PBI) reports for hours consumed to the client
  7. Prepare monthly/quarterly client status reports for Director, Client Care
  8. Set up Work Breakdown Structures (WBS) for projects, review and approve timesheets, invoice clients
  9. Manage customer implementations and environments, including regular Microsoft version update coordination
  10. Assist with implementation project work as required
  11. Management of Client Care staff, including functional and technical resources.

To apply, please email your cover letter and resume to