Sr Customer Support Manager/System Manager [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr Customer Support Manager / System Manager based in the United States.

This role is a key customer-facing leadership position responsible for ensuring the successful delivery and ongoing performance of mission-critical communication services for public safety customers. You will act as the primary liaison between customers, subcontractors, and internal teams, ensuring service excellence, SLA compliance, and long-term account satisfaction. The position blends technical service management, operational oversight, and commercial responsibility across complex, high-stakes environments. You will oversee contract execution, service optimization, and issue resolution while strengthening trusted relationships with government and public sector stakeholders. This is a highly collaborative role requiring strong coordination across technical, operational, and account teams. You will also contribute to revenue growth through renewals, service expansion, and continuous improvement initiatives in a fast-paced, safety-critical industry.

Accountabilities:

In this role, you will be responsible for ensuring seamless service delivery, contract compliance, and strong customer relationships across assigned accounts, while coordinating internal and external stakeholders to drive operational excellence and customer satisfaction.

• Serve as the primary point of contact for customer account management, ensuring SLA compliance and high-quality service delivery
• Manage end-to-end service contracts, including scope adherence, renewals, change requests, and contract modifications
• Coordinate with subcontractors, vendors, and internal teams to ensure timely and accurate execution of services
• Lead issue resolution efforts, including corrective actions for service gaps, quality issues, and operational disruptions
• Oversee reporting, documentation, and customer communications in line with contractual obligations
• Support pricing, billing, forecasting, and revenue tracking for assigned contracts and services
• Collaborate with program managers and technical teams to ensure smooth transition from implementation to ongoing support
• Identify opportunities for service improvement, upselling, and cross-selling within existing accounts
• Ensure compliance with operational processes, ITIL frameworks, and internal governance standards
• Maintain and strengthen long-term customer relationships within public safety and government environments

Requirements

This role requires strong experience in customer support, account management, or service delivery within complex technical environments, ideally involving public sector or mission-critical systems. The ideal candidate combines operational discipline with strong communication and problem-solving abilities.

• 3+ years of experience in customer support, account management, service delivery, systems implementation, or related technical roles
• Experience working with enterprise customers, ideally in public safety, government, or telecommunications environments
• Strong understanding of ITIL processes, service management, and SLA-driven operations
• Ability to manage complex stakeholder environments including customers, vendors, and internal technical teams
• Strong analytical and problem-solving skills with the ability to resolve escalated service issues
• Excellent communication and interpersonal skills, with the ability to engage both technical and non-technical stakeholders
• Proficiency in tools such as MS Office and CRM/service management platforms
• Ability to manage multiple priorities in a fast-paced, operationally sensitive environment
• Willingness to travel 25–50% as required
• Bilingual capability (English/French) is an asset, particularly for Canada-based collaboration

Benefits

• Competitive salary package estimated between $100,000 – $105,000 CAD (based on experience and location)
• Comprehensive health, dental, and vision insurance coverage
• Paid time off, holidays, and sick leave
• Retirement savings plan options
• Remote work flexibility within designated regions
• Employee development and training opportunities
• Exposure to mission-critical public safety technology environments
• Collaborative and inclusive work culture focused on impact and innovation
• Travel opportunities across customer sites and regional operati.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.