Senior Customer Support Manager – System Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Efficiently oversee the business associated with assigned customer contracts while ensuring customer satisfaction.

• Serve as the primary point of contact for customers regarding management and guarantee service delivery and compliance with SLAs.

• Collaborate with customers to address concerns and facilitate the resolution of corrective actions.

• Administer and uphold the scope of services as per the service contract, ensuring customers are aware of their responsibilities.

• Deliver timely and appropriate reporting as stipulated in the Services Contract.

• Oversee subcontractor deliverables and ensure adherence to the agreed scope and outcomes.

• Support the case management process to guarantee effective service delivery.

• Collaborate with teams to create and/or revise existing Customer Support Plans.

• Execute contract documentation and secure customer purchase orders.

⛳️ Requirements

• A minimum of 3 years of experience in Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military, or Technical Services Sales.

• Ability to obtain background clearance as required by government clients.

• Exceptional interpersonal communication and presentation skills are essential.

• Commercial acumen to develop and nurture existing accounts while identifying new business opportunities.

• Proficient in computer skills, including MS Office and Google Suite.

• A self-driven team player capable of working effectively.

• An analytical mindset to tackle complex problems.

• Familiarity with ITIL processes.

• Strong knowledge of Customer Call Center and Network Operations Center offerings and procedures.

• Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

• Basic understanding of communications industry trends and their implications for customers' future needs.

• Knowledge of Oracle / Services Lifecycle tools.

• Understanding of Distributed Telecommunications systems.

🏝️ Benefits

• None specified