Technical Support Manager

**Introduction**

While being one of the companies leading the way in the development and implementation of asset management software worldwide, Deighton also provides career diversity in combination with challenging growth opportunities. Our core values include people first, collaborative, and respectful corporate culture, customer commitment, partnering for excellence, flexible, and versatile product offerings, leadership focus, and a commitment to being eco-friendly. Whether you are a student, a recent graduate, an experienced professional, or someone looking to expand your career in a dynamic industry there is a place for you here at Deighton With steady growth Deighton has established a global presence and is expanding our reach continuously. Join our team today and help make an impact on a positive legacy for generations to come

**Company**

Deighton Associates Ltd. (Deighton) has established itself as one of the world leaders in providing asset management systems and asset management expertise at the strategic, tactical, and operational levels for agencies around the world. Recognized as the premier software product for infrastructure asset management, dTIMS® is used to manage large infrastructure networks in Africa, Asia, Australia, Canada, Europe, New Zealand, and the United States. These infrastructure networks include hundreds of thousands of miles of pavements, thousands of bridges, and millions of wastewater, storm water, and fresh water distribution pipe assets.

**Job Summary**

The PX Manager - Support reports to the Director of Product Experience (PX). This role requires a dedicated and experienced person to lead our support team in providing exceptional service to our clients. You will manage a team responsible for building strong relationships with clients through regular communication and personalized interactions. You are client-obsessed, doing whatever it takes to keep clients happy.

**Job Expectations**
- Champion a client-obsessed approach to PX operations, working across the business to resolve issues and support enhanced user experience, outperforming market standards.
- User-centric support and service focus, working across the business to champion the needs of users and align with account management team actions and plans.
- Manage resolution times, including adhering to SLAs ticket prioritization, ticket knowledgebase, regular training, client touchpoints and monitoring feedback and trends (for improvement).
- Implement an ITIL-aligned Incident management process delivering exemplary customer service.
- Understand and maintain relevant SOP wikis and adhere to corporate compliance processes, including performance metrics, timesheets and more.
- Monitor support metrics and supply ad hoc reports from the executive management team.
- Drive innovative solutions to enhance client experience.
- Conduct quarterly training sessions for the team focused on enhancing client experience skills.
- Monitor support metrics and prepare reports to identify trends and areas for improvement.

**Job Qualifications**
- 5+ years of experience in customer success management or a similar role, with at least 2 years in a managerial position
- Highly organized, results -oriented with the ability to be flexible and work well under pressure
- Excellent communication and interpersonal skills
- A deep commitment to customer satisfaction and service excellence
- Proven ability to lead and motivate a team
- Strong analytical and problem-solving abilities
- Familiarity with support ticketing systems (e.g., Zendesk, Jira) and CRM tools
- Experience in performance management and conducting team evaluations
- Willingness to learn new technologies, software, and processes

**Nice to Have**:Experience working in a software development environment

**What does Deighton Provide?**
- Competitive compensation, vacation and personal time, group benefits
- In-house executive Chef - Lunch meals are prepared and provided 5 days a week.
- A supportive team that encourages and supports professional growth.
- Located in Whitby, Ontario
- Right off the 401 in the heart of Durham Region
- Company and department employee social events + gaming stations in-office
- Working on meaningful and impactful work.
- Matching Group RRSP contributions
- Work From Anywhere Globally
- Roll Over Vacation
- Summer golf lessons for beginners
- On-Site parking
- Global travel opportunities

Deighton Associates Ltd. is proud to be an Equal Employment Opportunity. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.