Support and Services Manager

Cansel; Burnaby; On-site; CAD 90,000 - 130,000; Full time

Job summary

Cansel is seeking a Professional Services Manager to oversee the delivery of expert services, including consulting, implementation, and technical support. The role bridges internal teams and customers to ensure projects meet timelines, budgets, and client satisfaction.

Key responsibilities include service delivery governance, client relationship management, and effective financial/resource oversight with an emphasis on continuous improvement and professional excellence.

Qualifications

• Proven ability to develop service offerings and go-to-market plans.
• Excellent executive-level presentation and negotiation skills.
• Deep understanding of industry-specific products or services.
• Strong multi-project management and prioritization abilities.
• Experience leading technical or professional services teams.

Responsibilities

• Oversee service delivery and project management, ensuring on-time delivery and budget adherence.
• Maintain client relationships, act as senior escaltations contact, solicit feedback for improvements.
• Manage budgets, forecasting, and resource allocation, optimizing billable utilization.

Skills

Strategic Thinking

Communication

Technical Aptitude

Organization

Personnel Management

Education

Job description

Professional Services Manager (PSM)

Oversee the delivery of expert services: consulting, implementation, and technical support.

Act as the bridge between a company’s internal teams and its customers, ensuring projects are completed on time, within budget, and to the client's satisfaction.

Core Responsibilities

• Service Delivery & Project Management:
  • Monitor key performance indicators (KPIs) like response times, resolution rates, and project milestones.
  • Oversee the lifecycle of client engagements, from initial requirements gathering to final execution.
  • Establish and enforce service standards, methodologies, andbest practicesto ensure consistent quality.
• Client Relationship Management:
  • Build and maintain long-term partnerships with key customers.
  • Act as a senior point of contact for escalations and complex problem-solving.
  • Solicit and analyze customer feedback to drive continuous service improvement (Tekla and Field).
• Financial & Resource Management:
  • Manage the Professional Servicesbudgeting, forecasting, and revenue tracking.
  • Optimize resource allocation to ensure billable employees are utilized efficiently without burnout.
  • Manage vendor relationships to maximize engagement and leverage resources when required.

Team Leadership & Development

• Recruit, train, and mentor staff
• Conduct performance reviews and set growth targets for team members.
• Foster a customer-centric culture that emphasizes empathy and professional excellence.
• Coach to BP Swagger sales training
• Continuous learning on how to engage customers

Essential Skills

• Strategic Thinking:Ability to develop long-term service offerings and go-to-market plans.
• Communication:Expert level in presenting to executives and leading high-stakes negotiations.
• Technical Aptitude:Deep understanding of the industry’s specific products or services
• Organization:Highly proficient in managing multiple, concurrent high-priority projects.
• Personnel Management: Ability to listen and collaborate with team member
• Education: Regularly attend conferences, webinars, event, associations

Qualifications

• Survey, 3D scanning, detailing, engineering, trades background
• Organized
• Ability to see projects from start to finish. Scope project, build workflow, test and develop go to market strategy
• Be able to travel
• Comfortable on a jobsiteUnderstanding of industry workflows and processes