Sr Customer Support Manager/System Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr Customer Support Manager/System Manager based in Canada. The Sr Customer Support Manager/System Manager will oversee customer service delivery and contract performance for assigned public safety and mission-critical communications customers. You will serve as a primary point of contact, ensuring service commitments, Service Level Agreements (SLAs), reporting, and customer expectations are consistently managed. The role combines customer relationship management, service operations, contract administration, commercial development, and technical coordination. You will work closely with customers, subcontractors, vendors, field teams, and internal stakeholders to resolve issues and maintain high-quality service delivery. The position also supports contract renewals, change management, forecasting, and opportunities to expand services within existing accounts. Strong communication, analytical thinking, and commercial awareness will be essential when addressing complex customer needs and identifying opportunities for improvement. This is a remote role for professionals based in Quebec, with regular travel and the opportunity to contribute to critical communications services supporting public safety organizations.

Serve as a primary customer management contact, coordinating service delivery and ensuring compliance with contractual Service Level Agreements (SLAs). Work directly with customers to understand concerns, coordinate corrective actions, and drive issues through to resolution. Manage the scope of contracted services and ensure customers understand their responsibilities and service deliverables. Ensure accurate and timely customer reporting in accordance with service contract requirements. Manage subcontractor deliverables, performance, agreed scope, and expected outcomes. Address product quality issues and participate in case management activities when required to support effective service delivery. Coordinate with partners and vendors on payment and billing issues as needed. Identify and implement process improvements that enhance service quality, operational efficiency, and best-practice delivery. Maintain accurate, current, and relevant operational documentation. Manage third-party vendors and contract changes as required. Coordinate with national support teams on contract loading, renewals, and service contract change-order requests. Partner with program management teams to ensure smooth transitions from project implementation through warranty support and ongoing service delivery. Develop and maintain Customer Support Plans in collaboration with customers and field teams. Create Statements of Work for customers and service providers and manage related contract documentation and purchase orders. Prepare and manage installation agreements, including documentation, purchase orders, and ongoing coordination. Lead variation and other change-request responses, coordinating implementation of approved changes into service operations. Work with customers on up-sell and cross-sell opportunities while maintaining strong account relationships. Contribute to revenue and margin forecasting for maintenance agreements, work tickets, and installations. Support and achieve established contract renewal and services growth objectives for assigned accounts. Requirements At least 3 years of experience in one or more relevant areas, including lifecycle services, account management, customer service, sales, systems implementation, integration, LMR sales or engineering, customer support, project management, public safety, military services, or technical services sales. Strong interpersonal communication and presentation skills, with the ability to build effective relationships with internal and external stakeholders. Commercial awareness and the ability to develop existing accounts while identifying potential business opportunities with current and prospective customers. Strong computer skills, including proficiency with Microsoft Office and Google Workspace. Self-motivated and collaborative approach, with the ability to work effectively with general guidance while progressing toward defined objectives. Strong analytical and problem-solving skills, with the ability to address complex customer, operational, and service situations. Understanding of ITIL processes and service management principles. Strong working knowledge of customer call center and Network Operations Center offerings and procedures. Ability to communicate effectively with customer IT personnel regarding WLAN and wired infrastructure. General understanding of communications industry trends and their potential impact on customers' future requirements. Familiarity with Oracle and service lifecycle tools, as well as distributed telecommunications systems. Strong organizational skills and the ability to manage multiple customer, contractual, operational, and commercial priorities. Candidates must reside in Quebec, Canada. Ability and willingness to travel throughout the designated region approximately 25–50% of the time. Ability to obtain the background clearance required by government customers. Strong English and French communication skills are ideally preferred for supporting bilingual responsibilities. Benefits Full-time position with a remote work model. Remote work from Quebec, Canada. Opportunity to work with public safety customers and mission-critical communications services. Exposure to customer service management, lifecycle services, telecommunications systems, contract management, and service operations. Opportunity to build and manage long-term relationships with customers, subcontractors, vendors, and cross-functional teams. Involvement in contract renewals, service growth, forecasting, change management, and commercial development. Opportunity to contribute to service quality improvements and operational best practices. Travel allowance through the role's expected 25–50% regional travel requirement. Relocation support is not provided.

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