(Remote) Manager, Support Services
A division of Harris, Aumentum is seeking a Support Services Manager.This role is for a Support Services Manager who will lead a team of up to 10 people in our Support Department.Your main goal will be to ensure our customers receive excellent technical software support.This remote role welcomes candidates anywhere in the US.Beyond leading your team, you will :Improve processes :Define and implement ways to resolve customer issues quickly and effectively, aiming to keep customers happy and encourage them to recommend us.Work with other teams :Collaborate with colleagues across departments to deliver successful software, provide high-quality technical solutions, and boost overall customer satisfaction.Be a key contact :Serve as a main point of contact for customers and handle escalated issues, building strong relationships.Key Responsibilities :Help grow our maintenance revenue each year.Proactively follow up with customers, communicate clearly, and manage issues to meet our agreements and keep customers satisfied.Set clear goals for your team, track their progress, and coach them to perform at their best.Focus on the value of customer relationships, including their willingness to be a reference, and find ways to increase revenue from existing customers.Regularly review and improve our processes to make them more efficient.Resolve customer service issues and help improve our overall service.Understand maintenance contract details and explain them to customers to help meet monthly revenue targets.Handle HR tasks within the Support Department.Travel occasionally for customer visits, user group meetings, customer conferences, or process improvement trips.Improve operations to reduce customer calls and fix software issues.Monitor department performance by tracking trends and statistics, then report these findings to senior management.Act as a manager-level contact for customer issue escalations.Monitor customer satisfaction.Help create and implement support initiatives, such as knowledge bases, technical guides, and documentation.Work closely with other departments (R&D, Sales, Professional Services, Client Management) to resolve customer and internal issues promptly.What we're looking for :A Bachelor's Degree (preferred).5-7 years of experience in customer support or a similar role.A proven history of building or leading diverse and effective teams.Previous experience in a management, supervisory, or leadership position.Strong analytical and problem-solving skills.Excellent written, verbal, and interpersonal communication skills.The ability to work independently and lead a team, including remotely.The capacity to manage multiple teams and initiatives at once.Experience with ticket tracking software (e.g., Salesforce, TeamSupport, SupportDesk).Proficiency with Microsoft Office (Excel, Word, PowerPoint).Enthusiasm for being part of a dynamic company with opportunities and constant change.What would make you stand out :Knowledge of local and county government processes.Understanding of property valuation, assessment, and taxation.Proven experience in a customer support role, ideally in a similar environment.Experience managing remote teams.Experience with relational databases, especially SQL Server.What we can offer :3 weeks' vacation and 5 personal daysComprehensive Medical, Dental, and Vision benefits starting from your first day of employmentEmployee stock ownership and RRSP / 401k matching programsLifestyle rewardsRemote work and more!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.(CSI, symbol CSU on the TSX), Harris has become the cornerstone for CSI's 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 - both in the people and products that we offer and making investments in acquiring new businesses.About Aumentum :Aumentum Technologies provides industry-leadingProperty Tax and CAMA (Computer Assisted Mass Appraisal) solutions for local government. For over 50 years our experienced team of property tax experts has focused on developing and delivering state-of-the-art software for our valued government customers.Our Property Tax and Valuation solutions power hundreds of jurisdictions in 29 states across the country, including :California, Florida, Georgia, Minnesota, Oregon, South Carolina, Virginia, Washington and many more.Our team of accomplished professionals develops the highest quality software products on the most modern and scalable technology platform, drawing from over 3,000 combined years of experience and an array of professionalaccreditationsincluding :State Certified Real Property Appraisers, Microsoft Certified Solution Developers, IAAO Designated Appraisal Professionals, Certified Project Management Professionals, Certified Organizational Change Practitioners, Certified Scrum Masters, Certified Information Systems Security Professionals, Microsoft Certified Azure Solutions Architect Experts, Certified General Appraisers, and Microsoft Power BI Certification to name a few.We put this expertise to work for our customers across the country to help them better serve their constituents witheffective property administration, valuation and taxation.#LI-remote. Experience: 8 years required