Customer Support Manager

Job Summary

Our SaaS products are the leading IIoT, analytics and digital factory platform for the manufacturing sector. This position provides an excellent opportunity for professional growth and to have a big impact in various areas of our entrepreneurial and rapidly expanding company. This position will manage the customer support aspect of our SaaS Customers to ensure they are receiving full value and benefit from their investment. The role will report to the VP Operations and will be an integral part of Shoplogix’s Operations & Growth team. Job Responsibilities:
  • Manage a team of customer support specialists (engineers) in their day to day functions
  • Monitor and escalate case activity to meet customer satisfaction on Time to Response & Time to Resolution
  • Manage end-to-end lifecycle of customer support issues, ensuring resources are allocated correctly according to priority levels
  • Assess support case statistics and report out on key departmental KPIs
  • Formulate and revise internal & external customer support processes & procedures
  • Review & refresh frequency of customer cadence with each assigned CS rep, to review support dashboards, adoption, new feature releases & overall customer status
  • Establishing yourself as a trusted technical advisor with customers to drive continued value of our products & services and prevent attrition
  • Work closely with Account Management and Professional services to identify opportunities for services & new product/modules
  • Establish strong working relationship with product development team
  • Provide coaching and development opportunities to the customer support reps to aid in career progression
  • Required Skills
    • Customer facing role hence requires exceptional verbal, written, social, presentation, and interpersonal skills
    • Ability to remain highly organized and prioritize customer needs
    • Comfortable interacting at all levels within a customer’s organization, from the VP to production floor supervisor
    • Strong collaboration capability
    • Production monitoring, smart factory or Industry 4.0/IIOT type software experience desirable
    • Knowledge of manufacturing processes in automotive and Consumer Packaged Goods is ideal
    • Experience working with Jira is desirable
    Experience & Qualification:
    • 2-5 years experience managing a customer support team or similar role
    • Ideal if candidate has prior managerial experience in a SaaS business
    • Bachelor’s Degree in Engineering, Business or similar
      Work Location
    • Hybrid between 1-2 days at office & rest remote (very flexible)
    • Our office is located in Oakville, ON right across from Bronte GO Station
    • Ability to travel occasionally as required and as travel to customer sites becomes more accessible (less than 20% of time).
    • COMPANY DESCRIPTION Shoplogix is a fast-growing and highly innovative organization focused on delivering smart, cloud-based, software solutions that improve operational performance for manufacturers worldwide. We have customers in 32 countries and direct representation in 11 countries. Shoplogix is an autonomous company under Constellation Software, the largest software group and the most successful technology stock in Canada over the last 10 years [TSX: CSU]. Shoplogix is in a unique position as it has the long-term and full backing of Constellation Software including access to their best practices and career opportunities. At the same time, Shoplogix has a highly entrepreneurial and dynamic culture given it operates as a fully autonomous company.   We have very ambitious growth targets and we have only begun to scratch the surface of our addressable market.  We need your help to create something very special – a world-class global Smart Factory Software Platform company in manufacturing. The manufacturing industry is undergoing a digital transformation and trends like IIoT, AI, and Industry 4.0 play right into our offering. Our ambition is to create a Smart Manufacturing vertical through organic growth but also through acquisitions. We value curiosity, drive, transparency, and engagement. Our head office is located in the beautiful town of Oakville.

    To apply, please submit your resume at OR apply on Linkedin by clicking here. Also, check out our “Introduction to Shoplogix and the management team” video by clicking here.
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