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Senior Manager, Software Support

2 weeks ago

Edmonton, Alberta, Canada Catalis Holdco Inc Full time

Who We Are

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

The Opportunity

 We are currently looking for great people leaders who can navigate technical complexities and customer escalations with ease. The ideal candidate will excel at handling multiple critical priorities simultaneously, have strong business acumen, ability to drive strategic projects, be an excellent team builder and committed customer advocate. This individual is a highly productive, self-starter who understands that people are their most important asset.  

This position reports to the Director of Support, Court and Land Records Vertical.  

 What You Will Do 

As the Senior Software Support Manager, Courts, you will be responsible for managing Tier 2 and Tier 3 support teams that provide support for multiple Courts product solutions with customers across the continental United States, ensuring high-quality customer service, and aligning support strategies with overall business objectives. Responsibilities include:  

  • Oversee daily support operations, including managing ticket queues, monitoring support metrics (KPIs and SLAs), and ensuring efficient and timely resolution of all customer inquiries and technical issues. 
  • Manage team members through regular team meetings, one-on-ones and timely feedback.  
  • Work with Support Leadership to develop, implement, and optimize support policies, procedures, and best practices to enhance efficiency and quality of the overall customer experience.   
  • Provides appropriate team training plan and career path development for long-term team retention.  
  • Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.  
  • Manages high-level customer relationships and escalations, as needed.  
  • Transition customers from Implementation to Support.  
  • Ensure team compliance with CJIS and other certifications for access to customer environments.  
  • Monitors and measures service metrics and utilize to develop standards, improvements, or changes to process.  
  • Work closely with Product Management, Engineering & Development, Implementation, and Sales teams to communicate customer pain points, advocate for user needs, and product improvements. 
  • Provide operational oversight of the business to drive the team towards key performance metrics. 
  • Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success. 

Requirements

What You Will Need to Succeed 

  • Strong team building skills, including the ability to establish and maintain effective working relationships internally and externally 
  • Creative problem solver who asks questions, challenges assumptions, identifies process improvement and efficiencies 
  • Proven ability to drive strategies and results 
  • Ability to maintain focus while handling multiple tasks, responsibilities and projects 
  • Highly productive self-starter, capable of managing and motivating direct reports in a remote work environment.  
  • Excellent oral and written communication skills, including negotiation and documentation skills 
  • Detail oriented with a focus on completion and accuracy 
  • Ability to extract and interpret data to make logical decisions based on objective information 
  • Ability to understand and navigate complex technical issues at a high level 
  • Experience working in B2B enterprise software a plus 
  • Strong Microsoft Office skills and computer competencies 
  • 5 or more years' experience in customer service and/or technical support  
  • 5 years of experience managing teams 
  • Strong technical troubleshooting and problem-solving skills, with a solid understanding of software, networking, and IT systems. Proficiency in using support software and tools (e.g., CRM and ticketing systems). Salesforce Case Management experience a plus.  
  • Bachelor's degree in Business, related field or equivalent work-related experience.

What we Offer

  • A dynamic and supportive work environment in a mission driven organization
  • Competitive salary and benefits package, including health, dental, vision insurance
  • Unlimited PTO (paid time off)
  • HSA and FSA options
  • 401(k) plan with matching contributions
  • Paid parental leave
  • ABLE matching contributions for the disability community
  • Employer paid short term and long-term disability insurance and group term life insurance
  • Financial and legal assistance through our EAP (Employee Assistance Program)
  • Opportunities for professional development and career advancement
  • The chance to make a significant impact on the delivery of government services and the lives of citizens.

EEO Statement

We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.