Responsable succès clients

Harris Computer • Quebec, QC

5d

About The Position

We're looking for someone who knows how to lead a multidisciplinary support team — not just manage it, but grow it. You will be responsible for the support experience across several of our products, with a clear mandate: optimize methods, modernize processes, and turn AI into a real performance lever for your team, not just a buzzword. Your mission is to be the point of convergence between the field and the evolution of our solutions. Concretely, this involves orchestrating a smooth and consistent support service across multiple products, and growing a team with diverse profiles. The strategic objectives of the role include delivering a smooth, consistent, and differentiated support experience across all products, ensuring expert, structured, and solutions-oriented technical support, actively contributing to customer retention and satisfaction, driving continuous improvement of the team's methods, tools, and processes, and exploring and implementing AI solutions and new processes to optimize team performance.

Requirements

• Proven experience managing multidisciplinary operational teams, ideally in a multi-product technical support environment
• Excellent verbal and written communication skills
• Excellent command of French and English, spoken and written
• Strong planning, prioritization, and urgent-issue management skills
• Mobilizing leadership and a strong sense of customer service
• Ability to innovate, structure change, and guide teams through transformation
• Resilience and effectiveness in fast-paced, high-volume, deadline-driven environments

Nice To Haves

• Experience with generative AI or automation tools applied to technical support (AI agents, chatbots, ticket analysis or prioritization tools, etc.)
• Experience in change management or continuous process improvement
• Familiarity with a B2B SaaS environment

Responsibilities

• Lead, mobilize, and grow a support team spread across multiple products
• Manage the human and material resources of your area
• Continuously simplify the team's working methods and processes
• Closely track your metrics (SLA, NPS, resolution rate) and anticipate pain points before they become problems
• Identify and implement new tools — automation, AI — to make the team more effective
• Bring the team along in the change rather than imposing it
• Make NPS and customer satisfaction a concrete priority
• Personally take charge of complex cases, with rigorous follow-up
• Work with R&D, Sales, and Professional Services, and relay field insights to leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed