Cayenta, a division of Harris; is seeking a Director of Support and Managed Services who will join its management team.
The individual selected for this role will be a highly energetic self-starter who will take on responsibilities within our Support organization. The Director must have a strong customer focus and will be responsible for leading our Support and Managed Services teams, driving operational excellence, improving the customer experience, and ensuring the successful delivery of support services to our existing customer base.
This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 25%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.
Salary:
90K - 120K
AI & Innovation Mindset
We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.
What your impact will be:
- Direct/lead the Support and Managed Services teams for proprietary software.
- Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers.
- Identify and implement opportunities to improve service delivery, operational efficiency, and customer value.
- Manage and delegate customer escalations, when necessary, ensuring timely service recovery and resolution.
- Liaise between customers, R&D, Professional Services, Sales, and other internal teams to resolve support and service inquiries.
- Partner with the Vice President to execute strategic initiatives for the Support and Managed Services organizations.
- Establish, document, and maintain scalable operational processes to support business growth.
- Monitor and report on key operational metrics and drive continuous improvement through data-driven decision making.
- Meet and exceed company metrics (Accounts Receivable, Customer Service Ratios, and other operational KPIs).
- Prepare monthly and annual updates for budgets, accruals, and forecasts.
- Collaborate with the Finance Department to prepare annual and monthly billings for the customer base.
- Develop and maintain operational documentation, knowledge management practices, and standard operating procedures.
- Continually seek opportunities to improve customer experience and expand service offerings.
- Lead the adoption of AI and automation to improve team productivity, customer experience, and operational efficiency.
- Approve and track third-party invoices for Maintenance renewals and new name sales.
- Manage employee expense approvals.
- Experience working with senior leadership, both internal and external.
- Travel to customer sites, conferences, and company meetings as required.
What we are looking for:
- Bachelor's Degree.
- 5+ years of management experience in a customer support or technical support environment.
- Demonstrated experience leading managers and multi-level support organizations.
- Strong leadership, organizational, communication, and problem-solving skills.
- Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives.
- Experience leveraging AI and automation to improve business processes is preferred.
- Utility/Billing experience is an asset.
What we can offer:
- 3 weeks vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
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