Job Description

Company Description

IFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters-at the Moment of Service\xe2\x84\xa2.

At IFS, we\'re flexible, we\'re innovative, and we\'re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society\'s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We\'re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we\'ll help you make your moment. Join Team Purple. Join IFS.



In 2020, IFS acquired Clevest Solutions Inc., the leading provider of mobile workforce management and advanced network deployment solutions in the utilities vertical.

This role will support the Clevest line of business within IFS. Our mobile applications and platforms enable gas, water, and electric utilities to scale their workforce in the field and use the latest technologies in their day-to-day work. We enable utilities to transform their field operations by rapidly automating and optimizing any field work activity or process to improve response time and effectiveness. Our platforms offer utility operations personnel in both the office and field improved location and situational awareness for faster, more intelligent decision-making, greater safety and easier regulatory compliance.

We\'re looking for a results-oriented professional to manage our technical teams. This includes all aspects of client support, from client interaction to leadership that elevates the customer experience.

The technical support team is a diverse and proactive team dedicated to outstanding customer experiences and being a partner with customers in their success journey. We love problem solving and we take pride in being the face of our solutions for our customers. We enjoy and thrive off of receiving feedback and having the opportunity to voice the needs of our customers to the overall organization.

Here is what you\'ll be doing:

• Provide leadership in delivering world-class client service to our clients across a multi-tier support framework
• Provide direction aligned to our growth initiatives and provide excellent client experiences by improving our SLAs, client satisfaction, and NPS scores
• Continually learn from support issues that are reactive and take proactive action to deflect such cases in the future
• Build strategic plans with the goal of anticipating and planning for the future needs and growth of the organization
• Manage team capacity/utilization and the cost of support to help achieve our organization\'s target financial margins

Qualifications

To be successful you will likely have:

• Previously led a client support team in a SaaS environment
• Data-centric and analytical mindset
• A can-do and make it happen mentality to lead a large team to success
• Deep sense of ownership in the work that you do and a hands-on approach
• Tertiary education in business, management or related field
• ITIL certification would be advantageous
• the ability to manage own time, and that of a large team, efficiently and effectively
• skills to lead, manage and motivate international, multi-discipline, cross-functional teams
• Problem-solving skills and the ability to change approach based on information gathered during the process
• Strong communication and interpersonal skills
• Strong organizational skills and ability to multi-task
• Have an openness to embrace change and to act as an agent of change throughout the organization
• An ability to look ahead to foresee future challenges and provide solutions to tomorrows problems today, by employing an innovative and strategic mindset
• Ability to plan, strategize and be prepared in all aspects of service delivery
• Exemplify and drive the IFS values of agility, collaboration and trust

Technical Skills:

• A wide-ranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite will be useful, including:
• Cloud based technologies (e.g. App Services, SQL Database, Storage, Redis Cache, etc.)
• Any mainstream Cloud platform provider is acceptable - Azure, AWS, GCP or OCI
• Oracle Database/Middleware, Web Servers, Proxies, Firewalls
• Network architecture technologies and concepts (e.g. vNets, NSGs, VPN, ExpressRoute, SSL/TLS certificates, DNS)
• Monitoring Technologies (native Azure monitoring and 3rd party monitoring tools such as Thousand Eyes, Nagios, and others)
• Security principles - encryption, authentication, authorization, integrity, auditing, pen-testing, etc. - and how these are applied in a cloud environment.

Additional Information

Additional Information:

This is a great opportunity for someone who is a solid Customer Support Manager looking to take their career to that next level where there is lots of opportunity for future growth along with fantastic mentorship from our Director of Customer Success & Support.

**The role will require onsite presence in our Vancouver, BC office**

IFS