Senior Customer Support Manager / Systems Manager

Role Overview

This opportunity is being shared on behalf of a partner organization that handles the application process and all subsequent hiring steps. The hiring company is seeking a Senior Customer Support Manager / Systems Manager in the United States.

This is a strategic, customer-facing leadership role focused on delivering reliable, high-priority communication services for public safety clients. You will serve as the main contact for customers, subcontractors, and internal stakeholders, helping ensure strong service performance, adherence to service commitments, and long-term client satisfaction. The role combines technical service oversight, operational coordination, and commercial accountability in demanding, high-impact environments. You will manage contract delivery, service improvements, and issue escalation while building trusted relationships with government and public sector partners. It is a highly collaborative position that requires close alignment across technical, operational, and account teams. You will also support revenue retention and growth through renewals, service expansion, and ongoing improvement efforts in a fast-moving, safety-critical industry.

Key Accountabilities

• Act as the main contact for customer account management, ensuring agreed service levels are met and service quality remains high.
• Handle the full contract lifecycle, including scope control, renewals, change requests, and contract updates.
• Work closely with subcontractors, suppliers, and internal teams to deliver services accurately and on schedule.
• Drive resolution of service problems, including corrective actions for quality concerns, gaps in delivery, and operational interruptions.
• Manage reporting, records, and customer communication in line with contractual requirements.
• Assist with pricing, invoicing, forecasting, and revenue monitoring for assigned services and contracts.
• Partner with program managers and technical teams to support smooth handoff from implementation into ongoing operations.
• Spot opportunities to improve service, expand existing accounts, and increase business through upsell and cross-sell activity.
• Ensure day-to-day operations follow internal controls, ITIL practices, and governance expectations.
• Build and maintain strong long-term relationships with public safety and government customers.

Requirements

• At least 3 years of experience in customer support, account management, service delivery, systems implementation, or a similar technical function.
• Background working with enterprise clients, preferably in public safety, government, or telecommunications settings.
• Solid knowledge of ITIL, service management practices, and SLA-based operations.
• Ability to coordinate across customers, vendors, and internal technical teams in complex stakeholder environments.
• Strong analytical thinking and troubleshooting ability to manage escalated service issues effectively.
• Excellent verbal and written communication skills, with the ability to work with both technical and non-technical audiences.
• Comfort using MS Office and CRM or service management tools.
• Capacity to balance multiple priorities in a fast-paced and operationally sensitive environment.
• Willingness to travel 25% to 50% as needed.
• English/French bilingual ability is a plus, especially for collaboration related to Canada-based work.

Benefits

• Estimated annual compensation of CAD 100,000 to CAD 105,000, depending on experience and location.
• Health, dental, and vision insurance coverage.
• Paid leave including vacation time, public holidays, and sick leave.
• Retirement savings plan options.
• Flexible remote work within approved regions.
• Training and professional development opportunities.
• Exposure to mission-critical public safety technology environments.
• A collaborative and inclusive culture centered on impact and innovation.
• Opportunities to travel to customer sites and regional operational locations.

Application and Data Privacy Information

The partner company manages applications and next steps for this position. Applications are reviewed through an AI-assisted matching process designed to help identify candidates who best fit the role’s core requirements. Shortlisted profiles are then shared with the hiring company, which makes the final decisions regarding interviews, assessments, and next steps.

By submitting an application, candidates acknowledge that personal data may be processed to assess candidacy and share relevant information with the employer. This processing is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR where relevant. Applicants may request access, correction, deletion, or objection to processing at any time.

AI tools may also support parts of the recruitment workflow, such as resume review, response analysis, or signal checks for potential inconsistencies in application materials. These tools assist recruiters but do not replace human judgment, and final hiring decisions are made by people. Further details about data processing can be requested from the hiring team.