Client Support Manager

Evertz Microsystems Limited•Burlington, ON

44d

About The Position

As a Client Support Manager (CSM), you will be the primary advocate for our valued clients, ensuring their needs are met with excellence and care. Reporting directly to the Senior Manager of the Technical Operations Centre, you will play a crucial role in fostering strong client relationships, maintaining detailed records, and enhancing our customer service strategies.

Requirements

Previous experience managing large projects with tight timelines.
Excellent oral and written communication skills and the ability to train and manage employees.
High level of interpersonal and customer skills to work with others, motivate employees, and assign work as required
Detail-oriented and results focused individual with a proven ability to manage multiple priorities with a demonstrated sense of urgency.
Computer aptitude with proficiency in Microsoft Office, Word, Excel, Outlook.
Detail oriented with strong analytical and problem-solving skills.
Technical Diploma/Degree or equivalent work experience (preferred).
Familiarity with one or more of the Evertz suite of products is strongly recommended.
Broadcast and/or Network Experience is an asset.
Ability to work in a fast-paced, dynamic environment with many changing priorities.
Self-motivated with the ability to take initiative in identifying and resolving problems independently.
Ability to travel internationally.

Nice To Haves

Familiarity with one or more of the Evertz suite of products is strongly recommended.
Broadcast and/or Network Experience is an asset.

Responsibilities

Act as Customer Account Manager for large and small Evertz Customers
Manage Service Level Agreements and ensure all commitments are met
Obtain and organize all customer documentation and diagrams
Provide regular reporting for customer system performance and incidents
Lead recurring customer update meetings
Manage small teams of engineers, focused on customer related issues
Prioritize workload and delegate effectively to qualified resources
Ensure team adheres to all approved processes and procedures
Act as an escalation point for EvTOC team
Facilitate escalations to the management and other internal Evertz teams
Plan, organize and lead customer project deployments
Lead continuous process improvement and ensure documentation is updated accordingly
Highlight training requirements and schedule resources accordingly
Oversee document repository and suggest improvements to simplify structure