Customer Support Manager

Perseus, a Constellation Software company

Position Summary:

We are currently looking for a Customer Support Manager. You will lead the customer service and professional services team of 8-10 resources for our software products with an emphasis on:

(1) Overseeing day to day operations

(2) Improving customer experience

(2) Building scalable and efficient process

You must be analytically driven, entrepreneurial, and a creative problem solver who knows how to lead and execute. You must be capable of achieving aggressive goals with ingenuity and within budget.

The job:

• Oversee day to day Customer Support and Services operations, including resource allocation and scheduling to meet goals
• Hire, develop, and manage customer support, and training and implementation specialists
• Track and improve business KPIs through new processes to (a) improve customer experience, (b) provide consistent and scalable customer support, (c) eliminate duplicate, unnecessary or non-value-add work, (d) work with R&D to improve product quality
• Work with the development team to identify and eliminate product issues which impact support resources
• Support new customer implementations and ensure customer satisfaction
• Financial management responsibility including forecasting and optimal staffing
• Ensure any customer issues are resolved quickly, leveraging resources from across the company, as needed
• Gather customer product feedback and communicate with Product Management and the technical development team to shape product roadmap development

Skills & Experience:

• Bachelor’s Degree in Business and/or Accounting
• Previous leadership experience in a Customer Support or Services role with a product-focused software company
• Experience leading software implementation projects, preferred
• Track record of improving leading and implementing change to improve customer experience through new processes, tools and people management methodologies
• A willingness to 'roll up one's sleeves' and assist wherever needed
• Analytical and process-oriented mindset
• Excellent organization, leadership, and delegation skills
• Detail oriented with the ability to set priorities and be flexible

Location: Markham, ON (open to hybrid/remote)

Travel requirement: 20-25% travel is expected across Canada/USA as required

Job Type: Full-time

Salary: From $100,000.00 per year

Benefits:

• Dental care
• Extended health care
• Vision care
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• Bachelor's Degree (preferred)

Experience:

• Leadership: 5 years (required)
• Enterprise software: 3 years (required)

Willingness to travel:

• 25% (required)

Work Location: Remote

Expected start date: 2023-01-09

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