(Remote) Director of Support Services

Harris Computer • Remote (Boston, Massachusetts, United States) • $0 / year • 2h ago

is seeking a Director of Support Services who will join its management team. The individual selected for this role will be a highly energetic self-starter who will take on responsibilities within our Support organization. The Director must have a strong customer focus and will be responsible for leading our Support team, driving operational excellence, improving the customer experience, and ensuring the successful delivery of support services to our existing customer base. This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 25%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean. We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

Direct/lead the Support team for proprietary software. Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers. Identify and implement opportunities to improve service delivery, operational efficiency, and customer value. Manage and delegate customer escalations, when necessary, ensuring timely service recovery and resolution. Liaise between customers, R&D, Professional Services, Sales, and other internal teams to resolve support and service inquiries. Partner with the Vice President to execute strategic initiatives for the Support and Managed Services organizations. Establish, document, and maintain scalable operational processes to support business growth. Monitor and report on key operational metrics and drive continuous improvement through data-driven decision making. Meet and exceed company metrics (Accounts Receivable, Customer Service Ratios, and other operational KPIs). Collaborate with the Finance Department to prepare annual and monthly billings for the customer base. Develop and maintain operational documentation, knowledge management practices, and standard operating procedures. Continually seek opportunities to improve customer experience and expand service offerings. Lead the adoption of AI and automation to improve team productivity, customer experience, and operational efficiency. Manage employee expense approvals. Travel to customer sites, conferences, and company meetings as required. Bachelor's Degree. ~5+ years of management experience in a customer support or technical support environment. ~ Demonstrated experience leading managers and multi-level support organizations. ~ Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives. ~ Utility/Billing experience is an asset.

3 weeks’ vacation and 5 personal days ~ Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment ~ Employee stock ownership and RRSP/401k matching programs ~ Remote work and more!

Cayenta is a leading provider of enterprise resource management solutions in the local government, utility and financial industries. Cayenta’s products, services and customer relationships provide the foundation for continued innovation and growth. Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. LI-remote

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