Harris Computer Systems

Manager, Support Services

US-ME-Bangor
5 months ago
Job ID
2017-3714
Company
Harris Local Government
Category
Client Support
Supervisory Role
Yes
Percent of Travel Required
0-25%

Position Overview

businesses_harris_local_government

 

The primary function of the Customer Support Manager is to manage the support and professional services team with a goal of exceeding client expectations in regard to support services. This position will also oversee professional services and serve as the first point of escalation for customers regarding individual support or professional services issues. Additionally, the manager will be responsible for meeting financials goals related to recurring maintenance generated by the Support department, including growth initiatives and attrition reduction plans.

 

The ideal candidate is a “hands on” manager with the ability to communicate effectively throughout all levels of the organization and to cultivate a mindset which engenders consistently outstanding customer service balanced with high profitability.

Primary Functions

  • Drive attainment of customer support KPIs, such as response and resolution time, by coaching, developing and managing support staff
  • Provide team leadership; set clear and measurable team goals and objectives; actively coach and mentor staff; hold staff accountable for meeting or exceeding cited goals and customer expectations
  • Ensure clear communication and adherence to divisional processes and procedures.
  • Serve as a key point of escalation for customers to ensure concerns are consistently dealt with in a prompt, thorough and effective manner.
  • Demonstrate a clear understanding of customer needs and proactively identify issues that have the potential to result in annual customer attrition rates greater than annually forecasted projections
  • Keep senior management apprised of critical customer and revenue issues via written and verbal communication
  • Assist with revenue management on all product lines which fall under the manager’s direct scope of responsibility.
  • Drive achievement of monthly and annual Support and Professional Services revenue targets. 
  • Demonstrate clear understanding of annual customer maintenance contracts; identify billable activities performed by the team and drive a strong balance of revenue awareness and management in conjunction with excellent customer service
  • Monitor cancellations of maintenance agreements and initiate immediate targeted communications to unhappy customers (via phone and e-mail follow-up); negotiate maintenance contract disputes in conjunction with the Director of Client Services.
  • Demonstrate clear ability to successfully manage and resolve organizational and employee conflict
  • Actively manage personnel issues including, but not limited to, hiring, preparation and delivery of mid-year and year-end staff performance evaluations, development of employee performance action plans, administration of corrective action and termination of underperforming staff, if necessary

Qualifications

  • Bachelor’s Degree or equivalent combination of education and experience
  • Prior management experience with minimum staff size of 7-10 individuals
  • Successful track record of managing remote employees, desired
  • Knowledge of municipal software applications, strongly desired
  • Basic familiarity with relational database concepts and operating system terminology, strongly desired
  • Help Desk experience, strongly desired
  • Must demonstrate decisive decision making ability and strong problem solving skills
  • Must demonstrate ability to effectively assess and analyze complex information, communicate outcomes in a clear and concise fashion, and execute decisions in an independent, effective manner while keeping focused on business objectives and customer and employee needs
  • Excellent oral and written communication skills
  • Ability to work in a collaborative and professional environment which emphasizes teamwork
  • Demonstrated track record of effectively managing multiple assignments and projects within defined and challenging timelines

 

Some travel required (visiting customer sites and remote staff; attending customer user group meetings, organizational meetings and seminars as required)

Company Overview

At Harris Local Government we are focused on our vision – creating an environment where our employees can realize their dreams both personally & professionally; creating an environment that supports customer loyalty by building long lasting and mutually beneficial relationships with our customers; and ensuring we have the underlying financial & business model that supports the continued investments required to realize our vision. Our growth is fueled by our focus on developing and acquiring financial management software solutions solely for the public sector. Our experience and expertise have enabled us to continually offer products and services that exceed our clients' expectations and meet their changing technology needs.

At Harris Computer, we are a financially strong, growing and stable company—one that provides leadership within our markets, commitment and integrity to our customers and employees and steady returns to our shareholders. Our longevity speaks to our success, we have been in this business since 1976 and our ability to adapt to our markets' changing needs ensure our future success.

Harris Computer is a member of the Constellation Software Inc. group of companies. Constellation Software is a rapidly growing conglomerate of vertical market software (VMS) companies; each focused upon dominating its respective market niche. Constellation's growth is based on a simple strategy: identify promising VMS firms; acquire them; and then integrate them into the Constellation family while building on their fundamental strengths to help them become world class organizations.

Harris is an EEO/AA/Disability/Veterans employer.

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