Sr Customer Support Manager / System Manager
New
Based in the United StatesFull-TimeManager
Salary100,000 - 105,000 CAD per year
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Job Details
- Languages
- English, French
- Experience
- 3+ years
- Required Skills
- MS OfficeAccount ManagementCRMCustomer support
Requirements
- 3+ years of experience in customer support, account management, service delivery, systems implementation, or related technical roles
- Experience working with enterprise customers, ideally in public safety, government, or telecommunications environments
- Strong understanding of ITIL processes, service management, and SLA-driven operations
- Ability to manage complex stakeholder environments including customers, vendors, and internal technical teams
- Strong analytical and problem-solving skills with the ability to resolve escalated service issues
- Excellent communication and interpersonal skills, with the ability to engage both technical and non-technical stakeholders
- Proficiency in tools such as MS Office and CRM/service management platforms
- Ability to manage multiple priorities in a fast-paced, operationally sensitive environment
- Willingness to travel 25–50% as required
Responsibilities
- Serve as the primary point of contact for customer account management, ensuring SLA compliance and high-quality service delivery
- Manage end-to-end service contracts, including scope adherence, renewals, change requests, and contract modifications
- Coordinate with subcontractors, vendors, and internal teams to ensure timely and accurate execution of services
- Lead issue resolution efforts, including corrective actions for service gaps, quality issues, and operational disruptions
- Oversee reporting, documentation, and customer communications in line with contractual obligations
- Support pricing, billing, forecasting, and revenue tracking for assigned contracts and services
- Collaborate with program managers and technical teams to ensure smooth transition from implementation to ongoing support
- Identify opportunities for service improvement, upselling, and cross-selling within existing accounts
- Ensure compliance with operational processes, ITIL frameworks, and internal governance standards
- Maintain and strengthen long-term customer relationships within public safety and government environments
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