Client Support Manager

Evertz Microsystems Limited; Burlington; On-site; CAD 80,000 - 120,000; Full time

Job summary

Evertz Microsystems Limited is seeking a Client Support Manager to play a critical role in maintaining client relationships and ensuring service excellence. The ideal candidate will have experience managing customer accounts, overseeing project deployments, and enhancing customer service strategies. This position offers a competitive salary and a comprehensive benefits program, with opportunities for career progression in a dynamic environment.

Benefits

Employer funded benefits program

Competitive total compensation package

Work-life balance

Employee Assistance plan

Employee Discount Platform

Career progression

Casual work environment

Social events and sports teams

Qualifications

• Experience managing large projects with tight deadlines.
• Excellent oral and written communication skills.
• Detail-oriented and results-focused.

Responsibilities

• Manage service level agreements and ensure commitments are met.
• Lead customer update meetings and manage teams focused on customer issues.
• Plan and organize customer project deployments.

Skills

Communication

Interpersonal skills

Analytical skills

Problem-solving

Education

Technical Diploma/Degree

Tools

Microsoft Office

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 play a crucial role in fostering strong client relationships, maintaining detailed records, and enhancing our customer service strategies.

Job Duties:

• 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

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 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.

What we offer:

• Employer funded benefits program
• Competitive total compensation package
• Work-life balance
• Employee Assistance plan
• Employee Discount Platform
• Career progression
• 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 (like phones and tablets). Evertz has expertise in delivering complete end-to-end broadcast solutions for all aspects of broadcast production including content creation, content distribution and content delivery.

Considered as an innovator by their customers, Evertz delivers cutting edge solutions that are unmatched in the industry in both hardware and software. Evertz delivers products and solutions that can be found in major broadcast facilities on every continent. Evertz’ customer base also includes telcos, satellite, cable TV, and IPTV providers.

With over 2,000 employees, that include hardware and software engineers, Evertz is one of the leaders in the broadcast industry. Evertz has a global presence with offices located in: Canada, United States, United Kingdom, Germany, United Arab Emirates, India, Hong Kong, China, Singapore, and Australia. Evertz was named one of Canada’s 50 Best Managed Companies, which recognizes excellence in Canadian-owned and Canadian-managed companies. Canada’s 50 Best Managed Companies identifies Canadian corporate success through companies focused on their core vision, creating stakeholder value and excelling in the global economy.

Evertz makes certain there is an equal employment opportunity for all employees and applicants for employment, including persons with disabilities. In compliance with AODA, Evertz will strive to provide accommodation to persons with disabilities in the recruitment process upon request. If you are selected for an interview and you require accommodation due to a disability during the recruitment process, please notify Human Resources upon scheduling your interview.

Thank you for considering a career with Evertz!

When you apply to a job on this site, the personal data contained in your application will be collected by Evertz Microsystems Ltd (“Controller”), which is located at 5292 John Lucas Drive, Burlington, Ontario, Canada and can be contacted by emailing [e-mail]. Controller’s data protection officer is Nadiera Toolsieram, who can be contacted at [e-mail]. Your personal data will be processed for the purposes of managing Controller’s and its' subsidiaries' and affiliates' recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

A complete privacy policy can be found at https://evertz.com/contact/privacy/

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.