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Banyan Software
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  • Application Support Manager - Alpine Software  

    - Rochester
    Job DescriptionJob DescriptionBanyan Software provides the best perman... Read More
    Job DescriptionJob Description

    Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

    Alpine Software: Banyan's Portfolio Company

    Alpine Software, founded in 1994 and based in Rochester, NY, develops and sells leading SaaS products to fire departments, serving over 600 customers primarily across the US. Our flagship product, RedNMX, offers a comprehensive suite of fire department management tools, including dispatching, call reporting, personnel management, inventory management, and mobile tracking.

    Location: Onsite- Rochester, New York

    Why this role matters

    You'll lead a small but growing support operation (currently four agents) and jump in personally when high-stakes issues arise. Your mandate: tighten day-to-day ticket management, improve after-hours accountability, and be the voice of the customer across Alpine.

    What you'll do

    • Ensure round-the-clock responsiveness
      • Formalize an on-call rotation and clear escalation paths.
      • Remain reachable for critical incidents outside standard hours.
    • Lead & develop the support team
      • Coach and performance-manage a diverse group of four agents; define future roles as the team expands.
      • Create a culture of ownership, continuous learning, and psychological safety.
    • Optimize ticket operations (Zendesk)
      • Refine SLAs, macros, triggers, and dashboards to shorten first-response and resolution times.
      • Build proactive health metrics to surface "red" or at-risk customers.
    • Drive cross-functional improvement
      • Partner with Product, Engineering, Professional Services, and Customer Success to close feedback loops and reduce repeat issues.
      • Champion process documentation and knowledge-base expansion.
    • Act as a player-coach
      • Step in on complex tickets or escalations; model exemplary troubleshooting and customer communication.

    Required Skills:

    • Experience leading a customer-facing team (support, service, call center, or similar)
    • Proven track record improving ticket workflows, KPIs, or customer satisfaction (CSAT)
    • Strong analytical and process-design skills with a KPI-driven mindset
    • High emotional intelligence; able to stay calm under pressure
    • Willingness to be hands-on and cover shifts in a lean team environment
    • Experience collaborating closely with Professional Services or Customer Success teams
    • Comfortable using or learning Zendesk (Views, SLAs, Explore, QA)
    • Demonstrated ability to scale a support organization from 5 to 10+ team members
    • Background in B2B software environments

    Nice-to-Have:

    • Familiarity with NFIRS, NEMSIS, or fire-service operations
    • Experience working with public safety or other mission-critical software
    • ITIL, HDI, or other relevant industry certifications

    What success looks like in 12 months

    • On-call rotation running smoothly with <15-minute first-response SLA on Sev-1 tickets
    • CSAT ≥ 95 % and ticket backlog consistently below target
    • Documented career path and quarterly development plans for every team member
    • Noticeable drop in repeat issues through root-cause analysis and cross-functional fixes

    Benefits & perks

    • Competitive salary + performance bonus
    • Health, dental, vision, and 401(k) with match
    • On-site role with occasional work-from-home flexibility
    • PTO, company holidays, volunteer time off
    • Annual professional-development budget

    Alpine Software is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

    Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

    Read Less
  • Project Manager - Hancock Software  

    - Florida City
    Job DescriptionJob DescriptionBanyan Software provides the best perman... Read More
    Job DescriptionJob Description

    Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

    Project Manager- Hancock Software

    About the Company

    Hancock Software is a leading SaaS solutions provider specializing in cutting-edge Energy Efficiency Program Management software that empowers utilities to reduce their customer's energy consumption to address accelerating electricity demand and greenhouse gas reduction goals. We have a proven platform currently in use on programs with five of the top twelve rated energy efficiency utilities in the country. Our mission is to deliver innovative and user-friendly software solutions that meet the evolving program management needs of our clients in the Utilities and State Government sectors.

    Job Summary:

    This employee will play a large role after a contract is signed and is responsible to lead the rollout of Hancock Cloud by coordinating with customers, Hancock management, development and IT. The position will encompass being involved from start to finish of new customer deployment. The Project Manager must be able to see projects through to the end in a seamless manner. You will be acting as a liaison and representative of Hancock Software with clients via Skype, GoToMeeting, Zoom or other conferencing technologies. The Project Manager will work and interact with various personnel from a customer's organization in many capacities such as learning the requirements for product on-boarding. Communication to the Hancock management team is vital.

    This employee will be one of the points of contact for all matters related to the guidance of new customers, management and staff. Assist or arrange all training needed for new users. Ensure that all contractual obligations are being met.

    Duties/Responsibilities:

    • Lead the rollout process for new customers
    • Be able to outline and develop the rollout plan with clarity and fluidity
    • Perform as a liaison between the customer and Hancock Software
    • Ensure adherence to all contractual requirements
    • Exceed all deadlines and budget requirements
    • Be able to document processes clearly and concisely
    • Be able to train new users on all aspects of the product
    • Work with designers, developers and IT to ensure delivery of the expected features
    • Test from a customer point of view to ensure quality and functionality
    • Work with teams in India and China in the early morning or evening times
    • Support ongoing customer needs after rollout is complete

    Required Skills/Abilities:

    • Ability to think critically, be proactive and be a self-starter
    • Excellent communicator to customers, Hancock management and developers
    • Be fluid in all job functions and can change as needed
    • Follow-up and follow through on each portion of the project is essential
    • Excellent communications skills including online meeting etiquette and email correspondences
    What We Offer
    • Competitive salary and attractive commission structure.
    • Comprehensive benefits package, including health, dental, and vision insurance.
    • Opportunities for professional growth and development.
    • Dynamic and supportive work environment.
    • Flexible work arrangements.
    How to Apply

    If you are passionate about software sales and have a strong understanding of energy efficiency solutions, we would love to hear from you! Please submit your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role.

    Join us in transforming the way utilities manage their energy consumption with our innovative SaaS energy efficiency program management solutions!

    Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

    Read Less

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Astrid-Lindgren-Weg 12 38229 Salzgitter Germany