Provides advanced technical and functional support for ERP, WMS, EDI, and integrated business applications. Responsibilities include incident resolution, root-cause analysis, user administration, system monitoring, upgrades, testing, deployments, ticket-queue management, documentation, reporting, process improvement, and end-user training. The role coordinates with IT teams, vendors, and business stakeholders to maintain system availability, performance, and service continuity.

Leads end-to-end customer onboarding and implementation programs, translating customer goals into project plans, milestones, dependencies, risks, and success metrics. Coordinates Sales, Product, Engineering, Support, Customer Success, trainers, and subject-matter experts without performing hands-on technical implementation or training. Establishes scalable operational frameworks, manages cross-functional accountability, oversees technical readiness, tracks adoption, facilitates stakeholder communications, and ensures customers are prepared for go-live.