Software Customer Service Manager
New
CanadaFull-TimeManager
Salary100,000 - 135,000 CAD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Software ArchitectureAgile methodologiesRESTful APIsTechnical supportCustomer Success
Requirements
- 5+ years of experience in software customer service, technical support, deployment, or managed services.
- Experience within enterprise software or public safety technology environments.
- Strong understanding of software systems, cloud deployments, APIs, system integration, and software architecture principles.
- Experience working with customer success, engineering, or field service teams in complex, multi-stakeholder environments.
- Ability to manage escalations, prioritize competing demands, and drive resolution of high-impact technical issues.
- Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
- Post-secondary education in IT, technology, or a related field is preferred.
- Familiarity with Agile methodologies and software deployment best practices is an asset.
Responsibilities
- Manage day-to-day execution of customer service contracts, ensuring all obligations are met and service levels are consistently delivered.
- Coordinate cross-functional collaboration with sales, engineering, deployment, support, and product teams to resolve complex technical issues.
- Lead escalation management efforts, reducing time to resolution and ensuring effective handling of critical incidents.
- Oversee software deployments, upgrades, field changes, and system reconfigurations.
- Act as a trusted technical advisor to customers by translating complex technical challenges into clear solutions.
- Monitor service performance, generate reporting insights, and ensure continuous improvement across customer environments.
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