Client Support Manager

As a Client Support Manager (CSM), you will be the primary advocate for our valued clients, ensuring their needs are met with excellence and care. Reporting directly to the Senior Manager of the Technical Operations Centre, you will play a crucial role in fostering strong client relationships, maintaining detailed records, and enhancing our customer service strategies.Job Duties:Act as Customer Account Manager for large and small Evertz CustomersManage Service Level Agreements and ensure all commitments are metObtain and organize all customer documentation and diagramsProvide regular reporting for customer system performance and incidentsLead recurring customer update meetingsManage small teams of engineers, focused on customer related issuesPrioritize workload and delegate effectively to qualified resourcesEnsure team adheres to all approved processes and proceduresAct as an escalation point for EvTOC teamFacilitate escalations to the management and other internal Evertz teamsPlan, organize and lead customer project deploymentsLead continuous process improvement and ensure documentation is updated accordinglyHighlight training requirements and schedule resources accordinglyOversee document repository and suggest improvements to simplify structureQualifications:Previous experience managing large projects with tight timelinesExcellent oral and written communication skills and the ability to train and manage employeesHigh level of interpersonal and customer skills to work with others, motivate employees, and assign work as requiredDetail-oriented and results focused individual with a proven ability to manage multiple priorities with a demonstrated sense of urgencyComputer aptitude with proficiency in Microsoft Office, Word, Excel, OutlookDetail oriented with strong analytical and problem-solving skillsTechnical Diploma/Degree or equivalent work experience (preferred)Familiarity with one or more of the Evertz suite of products is strongly recommendedBroadcast and/or Network Experience is an assetAbility to work in a fast-paced, dynamic environment with many changing prioritiesSelf-motivated with the ability to take initiative in identifying and resolving problems independentlyAbility to travel internationallyWhat we offer:Employer funded benefits programCompetitive total compensation packageWork-life balanceEmployee Assistance planEmployee Discount PlatformCareer progressionCasual work environmentSocial events and sports teamsAbout Us:Evertz Microsystems (TSX:ET) is a leading global manufacturer of broadcast equipment and solutions that deliver content to television sets, on-demand services, WebTV, IPTV, and mobile devices (like phones and tablets). Evertz has expertise in delivering complete end-to-end broadcast solutions for all aspects of broadcast production including content creation, content distribution and content delivery.Considered as an innovator by their customers, Evertz delivers cutting edge solutions that are unmatched in the industry in both hardware and software. Evertz delivers products and solutions that can be found in major broadcast facilities on every continent. Evertz’ customer base also includes telcos, satellite, cable TV, and IPTV providers.With over 2,000 employees, that include hardware and software engineers, Evertz is one of the leaders in the broadcast industry. Evertz has a global presence with offices located in: Canada, United States, United Kingdom, Germany, United Arab Emirates, India, Hong Kong, China, Singapore, and Australia. Evertz was named one of Canada’s 50 Best Managed Companies, which recognizes excellence in Canadian-owned and Canadian-managed companies. Canada’s 50 Best Managed Companies identifies Canadian corporate success through companies focused on their core vision, creating stakeholder value and excelling in the global economy.Evertz makes certain there is an equal employment opportunity for all employees and applicants for employment, including persons with disabilities. In compliance with AODA, Evertz will strive to provide accommodation to persons with disabilities in the recruitment process upon request. If you are selected for an interview and you require accommodation due to a disability during the recruitment process, please notify Human Resources upon scheduling your interview.Thank you for considering a career with Evertz!Please note, this email address will only respond to requests regarding privacy concerns. This inbox will not respond to job applications, resumes, or questions regarding an application. When you apply to a job on this site, the personal data contained in your application will be collected by Evertz Microsystems Ltd (“Controller”), which is located at 5292 John Lucas Drive, Burlington, Ontario, Canada and can be contacted by emailing privacy@evertz.com. Controller’s data protection officer is Nadiera Toolsieram, who can be contacted at privacy@evertz.com. Your personal data will be processed for the purposes of managing Controller’s and its' subsidiaries' and affiliates' recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.A complete privacy policy can be found at https://evertz.com/contact/privacy/Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.Powered by JazzHRvG66DdBC9a