Job Description

Hey Superstars! Silver Blaze, a proud division of Harris, is on an exciting quest! We\'re scouting for a dynamic Manager for Support Services. Imagine leading our Support Department, setting the rhythm, and guiding us toward efficient ticket resolutions.

This role isn\xe2\x80\x99t just about leadership; it\xe2\x80\x99s about transformation. It\'s about setting the stage, orchestrating user group meetings, and diving deep into customer feedback. Picture yourself making a REAL difference, reshaping our services and products based on what our customers truly desire.

Ready to join the adventure and make waves with Silver Blaze? Onward to greatness!

This remote role welcomes candidates anywhere in Canada and the US.

What your impact will be:

• Complete financial responsibility for the Support Services group, including forecasting & recognition of Maintenance Revenue, Services Revenue, 3rd Party Revenue and departmental Costs.
• Achievement of year-over-year growth of maintenance revenue.
• Ensure customers are receiving value for their annual maintenance contracts.
• Set, meet and monitor departmental goals to drive optimal performance within Support.
• Focus on the overall value of customer relationships, including reference-ability, & ways to drive incremental revenues from the customer base.
• Regular process review to improve efficiencies wherever possible.
• Resolving customer service-related issues & contributing towards improving overall customer service.
• Understand provisions of maintenance contracts and communicate to customers as needed, thereby contributing towards monthly revenue targets.
• HR Responsibilities for the Support Department.
• Travel on occasion, primarily Customer Visits, User Group Meetings and/or Customer Conferences, Business Process Re-Engineering Trips.
• Operational performance improvements to reduce customer call volume and software deficiency items.
• Development and maintenance of appropriate metrics.
• Act as a senior point of escalation for customer issues.
• Manage the support database for the current software support ticketing system.

What we are looking for:

• Bachelor\'s degree in Information Systems, Accounting, or Business Administration with hands-on experience in Financial, Payroll, or Work Management software.
• 4+ years of leadership in customer support, including expertise in managing remote teams and showcasing stellar leadership qualities.
• Proven track record over 2+ years in process enhancements, adeptness with tools like Jira, experience with change requests, and collaboration within an AGILE setup.
• Demonstrated ability to curate training materials, elevate team skills, and establish KPI metrics for strategic resource alignment and organizational objectives.
• Outstanding communication abilities paired with a proactive mindset, financial astuteness, and analytical capabilities to excel in dynamic, deadline-driven environments.

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!

About Silverblaze:

SilverBlaze Solutions is award-winning software innovation, development and consulting firm. Founded in 1999, SilverBlaze provides utilities with value-focused, highly-customizable web self-service portal and smart forms software. As a leader in customer engagement and collaboration, we specialize in providing self-service portal and intelligent form software to electric, water, gas, telecom and multi-service utility companies. Over the past 20 years, SilverBlaze has successfully empowered clients throughout the United States, Canada, and the Caribbean to maximize customer engagement. Visit to learn more about the diverse roster of clients SilverBlaze has helped succeed.

About Harris:

is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (\xe2\x80\x9cCSI\xe2\x80\x9d, symbol CSU on the TSX), Harris has become the cornerstone for CSI\xe2\x80\x99s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment \xe2\x80\x93 both in the people and products that we offer and making investments in acquiring new businesses.

Harris Computer