Job Description:

This position is responsible for providing expert level knowledge in Vertex product support, interface maintenance and integration support of varied ERP and ecommerce interfaces in a year-round 24x7 capacity. The role will act decisively and with dignity while embodying the most quintessential elements of guidance to the Vertex customer. The position will lead the effort to identify issues and provide restoration steps serving as the Customer's liaison. Ensuring customer satisfaction with Vertex products and services. This candidate is considered the lead subject matter expert for our enterprise level customer base who has purchased the required entitlement and is accountable for achieving Vertex quality metrics and creating an enhanced customer experience by providing a superior level of support and training to the customer. This role will ensure that appropriate internal and external processes and procedures are developed implemented and adhered to in support of these efforts.

This position requires the ability to work one of the following three shifts Monday through Friday EST on a full time basis.

9:00 am - 5:30 pm

3:30 pm - 12:00 am

11:30 am - 8:00 pm

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Drives positive results in customer experience through timely response, and positive interaction.

• Provides outage impact analysis and recovery strategy to customers as well as its impact on Annual Recurring Revenue to internal stakeholders.

• Directly impacts Vertex's net promotor score in cases in which they can restore services quickly and turn a negative customer experience into a positive one.

• Provides support for escalated issues as necessary involving complex product functional and technical issues. Specifically, in the areas of system configuration and set up, product implementation, product functionality, defects, and enhancements.

• Provide a high level of proficiency in transaction flows from source system (ERP, eComm, CRM) to transmission files (XML or Json) to O-Series, Vertex On-Demand, Vertex Classic Cloud and Vertex O-Series Cloud and the Tax Journal (Transaction Reports and Tax Returns).

• Perform root cause analysis and mitigation of all supported Vertex products and connector related issues.

• Technical leader in the development and improvement of support procedures to ensure a positive customer experience.

• Responsible for providing regular communication to the stakeholders on the status of customer related issues and/or projects using issue management system (Salesforce).

• Proficiency logging defect/enhancement tickets as needed using the JIRA tracking system

• Complete regular assessments of cases using the case quality management system and has monthly meetings with work leader to discuss findings and needed actions.

• Participates in internal projects as necessary by representing or leading the group in a team environment and/or completing project tasks in a timely and efficient manner. This could include the assignment of special roles within the workgroup to allow the workgroup to work more efficiently. Roles could be temporarily or permanently assigned dependent on business need.

• Facilitate resolution of customers' issues by logging and verifying bugs/enhancements; updating customer on problem resolution status; working with development to explain reported verified problem resolution; assisting in testing problem resolution fixes.

• Communicates customers' needs and requirements to other employees and teams within the organization.

• Assist in gathering and documenting requirements from customers as they request new functionality and enhancements to Vertex applications.

• Lead development and documentation of internal processes/procedures, training material; create knowledge content for Internal Vertex Knowledge Base.

• Maintain a working knowledge of Vertex product releases and changes to any ERP functionality.

• Understanding the ERP marketplace and customer use of ERP modules.

• Establish strong communication channels with all Vertex departments supporting the end-to-end customer experience.

• Lead departmental improvement initiatives and participate in ad-hoc projects or duties as assigned.

• Provide guidance to and mentor more junior team members.

• Occasional travel may be required.

• Participate in other projects or duties.

SUPERVISORY RESPONSIBILITIES: NA

KNOWLEDGE, SKILLS AND ABILITIES:

• Expert knowledge in supported transmission types (XML, REST, JSON) and record types within each transmission (Address Validation, Quotation Requests, Invoice Request, Accruals, and Purchases,) and processing tools such as SoapUI and Postman.

• Expert knowledge of all O-Series platforms from the support perspective (On-Premises, On-demand, and Classic Cloud).

• Concrete understanding of log retrieval both internal (OSP) and external (customer site logs by connector).

• Ability to lead the support initiatives for highly complex connector support issues in a multi-connector environment with little or no supervision.

• Firm knowledge of the developer's tool kit for BYOC environment.

• Firm knowledge of the use of adjustment files and the process for using them.

• Expert level of knowledge in the Vertex Corporate Structure for sales, development, implementation, quality assurance, documentation, and support of connectors including production support (how to navigate to the right resources to resolve an issue).

• In-depth understanding of vendor interface development environments and processes.

• Firm knowledge with ERP and E-commerce and Procurement systems including but not limited to (Microsoft Dynamics, Oracle, Sage, NetSuite, SAP, etc.).

• Visibility and Awareness to the Financial transactions that have a transaction tax consequence.

• Knowledge of platforms, operating systems, database management and/or web authoring tools.

• Knowledge of Client/Server environment, UNIX, and relational databases.

• Fundamental understanding of the customer's use of our products.

• Knowledge of defect tracking systems, development tools and practices.

• Knowledge of Java and JDK.

• Good knowledge of Vertex support tools and can use them independently to verify or resolve customer issues preferred

• Proficiency in Microsoft Word and Excel.

• Knowledge of ERP fields and their use within the integration.

• The ability to independently work as an advocate for the customer.

• In accordance with defined SLA's provide regular updates to the customer on all reported issues.

• Ability to manage and meet internal/external customer's expectations.

• Significant presentation and sales support experience preferred with the ability to answer product and tax questions with confidence and poise.

• The ability to solve problems quickly and foster open communications during presentations.

• Excellent listening skills; meets commitments on time; can compromise when necessary; effectively participates in project teams, work groups and meetings.

• Excellent oral and written communication skills and interpersonal skills.

• Understand process flows and process improvement.

• Ability to listen and understand information and communicate the same.

• Must possess good organizational skills.

• Must be results oriented, customer focused, and exhibit good interpersonal skills.

• Proficiency with in-bound and out-bound call management.

• Sufficient knowledge of business communications, including telephone, voicemail, and e-mail and operations of office machines, such as photocopier, scanner, and fax.

• Must be available for emergency on-call situations as they arise.

• Demonstrates self-direction in meeting targets for performance metrics to achieve daily work goals.

• Deep understanding of the application of corporate tax concepts within the context of the supported application.

• Keen awareness of sensitivity regarding internal proprietary information and can distribute information appropriately.

EDUCATION AND TRAINING:

• Four-year degree in Business or Computer Science or equivalent education and experience.

• Six (6) years plus of experience with vendor interface development environments and processes.

• Prior Value Added Tax and Sales Use and Consumer Use tax experience strongly desired.

• Experience successfully servicing medium complex client accounts.

• Applicable ERP certifications a plus.

• Applicable Vertex Product certifications a plus.

• SAP and or Oracle product knowledge a plus.

• Microsoft Dynamics product knowledge a plus.

• Formal Project Management Training preferred.

• Equivalent combination of education and/or experience.

Other Qualifications
The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.
• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.
• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule - better is the enemy of done. Don't spend hours when minutes are enough.
• Work with Purpose - Exhibit a "We Can" mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.
• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.
• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you're unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.