Client Support Manager

Evertz Microsystems Limited; Burlington; On-site; CAD 70,000 - 85,000; Full time

Job summary

A leading manufacturer of broadcast equipment in Burlington seeks a Client Support Manager to advocate for clients, manage service agreements, and lead customer project deployments. Ideal candidates possess strong communication, problem-solving skills, and a technical background. A focus on customer satisfaction and team leadership is essential. This position offers a competitive compensation package and career progression opportunities.

Benefits

Employer funded benefits program

Competitive total compensation package

Work-life balance

Employee Assistance Plan

Career progression opportunities

Qualifications

• Previous experience managing large projects with tight timelines.
• Ability to train and manage employees effectively.
• Self-motivated and able to resolve problems independently.

Responsibilities

• Act as Customer Account Manager for Evertz customers.
• Manage Service Level Agreements and ensure commitments are met.
• Lead recurring customer update meetings.
• Plan and lead customer project deployments.

Skills

Oral and written communication skills

Detail-oriented

Analytical and problem-solving skills

Interpersonal skills

Ability to manage multiple priorities

Education

Technical Diploma/Degree or equivalent work experience

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

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 foster strong client relationships, maintain detailed records, and enhance our customer service strategies.

Duties

• Act as Customer Account Manager for both 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 the EvTOC team
• Facilitate escalations to 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

Qualifications

• 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, motivating employees and assigning work as required
• Detail‑oriented and results‑focused with proven ability to manage multiple priorities and a sense of urgency
• Computer aptitude with proficiency in Microsoft Office (Word, Excel, Outlook)
• 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, initiative‑driven, and able to resolve problems independently
• Ability to travel internationally

What we offer

• Employer funded benefits program
• Competitive total compensation package
• Work‑life balance
• Employee Assistance Plan
• Employee Discount Platform
• Career progression opportunities
• Casual work environment
• Social events and sports teams

About Us

Evertz Microsystems (TSX:ET) is a leading global manufacturer of broadcast equipment and solutions that deliver content to television sets, on‑demand services, WebTV, IPTV, and mobile devices. With over 2,000 employees worldwide, we provide end‑to‑end broadcast solutions across content creation, distribution, and delivery.

Equal Employment Opportunity

Evertz makes certain that there is an equal employment opportunity for all employees and applicants for employment, including persons with disabilities. In compliance with AODA, we will strive to provide accommodation to persons with disabilities in the recruitment process upon request.

Thank you for considering a career with Evertz!