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Support and Services Manager
Cansel
Burnaby, CAN
Full-time
Mid-Senior
Onsite
Discovered 3 weeks ago
Professional services deliveryTechnical supportProject managementKPI and service performance monitoringClient relationship managementBudgeting, forecasting, and revenue tracking
Role Overview
Oversee professional services delivery, including consulting, implementation, and technical support.
Bridge internal teams and customers to deliver projects on time, within budget, and to client satisfaction.
Key Skills for This Role
Professional services deliveryTechnical supportProject managementKPI and service performance monitoringClient relationship managementBudgeting, forecasting, and revenue tracking
Full Job Posting
Role overview
Oversee professional services delivery, including consulting, implementation, and technical support.
Bridge internal teams and customers to deliver projects on time, within budget, and to client satisfaction.
Service and client delivery
- Monitor response times, resolution rates, project milestones, and other service KPIs.
- Oversee client engagements from requirements gathering through final execution.
- Establish and enforce service standards, methodologies, and best practices.
- Build long-term customer partnerships and handle escalations and complex problem-solving.
- Analyze customer feedback to improve services, including Tekla and Field.
Financial and team management
- Manage professional services budgeting, forecasting, revenue tracking, and resource allocation.
- Manage vendor relationships and use vendor resources when needed.
- Recruit, train, and mentor staff; conduct performance reviews and set growth targets.
- Promote customer-centric service and coach staff in BP Swagger sales training and customer engagement.
Qualifications
- Background in surveying, 3D scanning, detailing, engineering, or trades.
- Able to scope projects, build workflows, manage projects through completion, and develop go-to-market strategies.
- Able to travel and comfortable working on a jobsite.
- Understands industry workflows and processes.
- Strong strategic thinking, executive communication, negotiation, organization, and personnel-management abilities.
- Able to manage concurrent high-priority projects and collaborate with team members.
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