Director of Customer Support

Systems & Software needs a powerful Director of Customer Support to help our clients resolve product issues and innovate their operations 

Systems & Software, a subsidiary of Harris Computer Systems, has been a top-rated Customer Information System (CIS) provider to municipal and investor-owned (IOU) electric, water, and gas utilities.  S&S delivers sophisticated software products and services to complex utilities that prize customer engagement.  Our vibrant remote culture gives team members a sense of belonging that transcends physical boundaries with our structured onboarding, peer SME groups, and a continuous learning focus.   

As the Director of Customer Support, you will be responsible for managing a team of support personnel and Customer Success Managers.  Your team will address all customer issues and will influence the ongoing success, adoption and benefit realization of S&S product solutions across all existing accounts.

You will lead our front-line support issue identification and resolution efforts.  You will plan and execute staffing and financial forecasts.  You will collaborate across all S&S departments to understand and address customer issues.

You should be comfortable consulting and influencing utility executives and managers, while maintaining a strong understanding of the customers’ strategic business goals.

What your impact will be:

• Oversee the successful resolution of customer-generated issues, from the moment a ticket is opened to when it’s closed
• Coach and lead a strong support team to provide customers with satisfying service, including timely issue resolution, effective release deployment, and tailored operational reporting
• Possess and share a comprehensive understanding of the enQuesta solution suite to help customers optimize their use of enQuesta solutions
• Maintain strong customer retention rates and net promoter scores aligned with corporate goals
• Create meaningful customer content for training, webinars, and customer events
• Identify product improvement opportunities and work with the S&S Product Management team to develop new features and functionality within the solution to support customer objectives.

What we are looking for:

• Curious, tenacious problem-solver with relentless customer focus and service orientation
• A manager who thrives on leading successful teams
• Excellent communication skills
• Analytic prowess, both with managing department financials and understanding customer and software trends
• Exceptional problem-solving skills, paired with an energetic personality oriented toward growth and continuous improvement
• Bachelor's degree or equivalent in Computer Science, Business or an associated discipline or equivalent experience
• 5+ years of managerial success in a demanding support environment

What will make you stand out:

• Deep utility knowledge and a thirst for issue resolution
• Demonstrated success navigating sophisticated customer situations for a premium service provider
• You are an efficiency champion who excels at creating a culture of continuous process improvement
• Innovative tenacity solving complex issues without analysis paralysis
• Excellent interpersonal skills and ability to build trusted relationships with individuals at all organizational levels
• Ability to accomplish results working through others
• The combined outlook of a key individual contributor and collaborative team player

What we offer:

• Work directly with our clients to improve their business performance with innovative software solutions.
• Extensive onboarding and continuing education opportunities with talented, committed teammates
• Comprehensive Medical, Dental, and Vision, short and long-term disability, AD&D coverage from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Flexible work options and a supportive work environment

Location/Travel:

A significant percentage of our management and staff work from their homes.  This position is open to qualified applicants living in the US or Canada and willing to work from home and travel up to 25% of the time for project-related work.

Compensation/Time Off

Salary, bonus, and paid PTO will be competitive, and commensurate with experience and job responsibilities.  

About Systems & Software:

Since 1973, our mission at Systems & Software has been to deliver quality customer information system (CIS) solutions to municipal and investor-owned utilities.  We understand the importance of a committed, engaged group of project managers, developers, implementers, and support staff to achieve this mission.  Systems & Software is part of Harris Computer, a subsidiary of Constellation Software Inc., which trades on the Toronto stock exchange under the Ticker CSU.   To learn more about Harris Computer, visit us at www.harriscomputer.com.