Director of Customer Success

CityView, a division of Harris Computer Systems

April 30, 2015

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at
http://www.viatec.ca/job-board/13755

Job Category: 
Management and Operations
Job Specialization: 
Executive Management
Job
Company Overview: 

CityView (http://www.municipalsoftware.com) creates and implements business process automation and management solutions for local governments to help them meet their efficiency and customer services goals in the areas of permitting, licensing, planning, code enforcement, cemetery management and other land-based areas.  The CityView product is built on leading technologies, is continuously enhanced and combines office-based with field-inspector and citizen-facing solutions across a GIS base to provide enterprise, integrated solutions.

CityView is a division of Harris Computer Systems, a member of the Constellation Software Inc. group of companies.  Constellation Software is a rapidly growing conglomerate of vertical market software (VMS) companies; each focused upon dominating its respective market niche. Constellation's growth is based on a simple strategy: identify promising VMS firms; acquire them; and then integrate them into the Constellation family while building on their fundamental strengths to help them become world class organizations.

Job Summary: 

JOB SUMMARY

CityView is seeking a Director of Customer Success to join our expanding team and lead the vision and mission of customer success within CityView. The individual selected for this role will employ creative and proactive means to ensure the success of our customers, as it pertains to their use of our products, while leading our support teams, ensuring that we meet and exceed the obligations of our Service Level Agreements and maintain our on-going maintenance contracts.  

The Director will take an interest in our customers and their businesses and use initiative to expand the business value we provide beyond reactive technical support.   The expected result is increased customer satisfaction, retention and continuous growth of our maintenance revenues.  The Director will have financial responsibility for the department.

JOB RELATIONSHIPS

A.  Reports to:                      Executive Vice President

B.  Interrelationships:           Develop integral relationships with customers and other members of the CityView Groups.

JOB DUTIES & RESPONSIBILITIES

  • Responsible for overall customer wellbeing by monitoring customer health, ensuring any issues are addressed, and acting as the senior escalation point as needed.
  • Complete managerial and financial responsibility for the Support group including forecasting & recognition of Maintenance Revenue, applicable Services Revenue & Departmental Costs.
  • Achieve year over year growth of maintenance revenue from our product lines.
  • Develop sustainable initiatives that grow the business value of customer relationships, fortify reference-ability & drive incremental revenues from the customer base.
  • Monitor and facilitate customer adoption of our products to ensure our customers receive maximum value from their investment.
  • Initiate, drive and manage a data analytics service for customers.
  • Lead the CityView division responsibilities of the Harris annual Customer Conference and manage the organization of regional customer training meetings.
  • Understand provisions of maintenance contracts and negotiate term contracts where warranted.
  • Contribute meaningfully to product direction by observing patterns in customer usage, understanding our customers’ overall business needs as they relate to our products and conveying those to our Research and Development organization.
  • Set, meet and monitor departmental goals to drive optimal performance within Technical Support.
  • Operational performance improvements to reduce customer call volume and resolution turnaround time.
  • Manage the support CRM and ensure 100% adoption of the ticketing process

EDUCATION/SKILL REQUIREMENTS

Qualified candidates possess:

  • Demonstrated ability to multi-task effectively and prioritize.
  • Good understanding of accounting principals and P&L.
  • Ability to plan, execute and sustain support service initiatives.
  • Excellent communication skills, both verbal and written. 
  • Excellent listening skills.
  • Expertise and experience managing complicated accounts at senior IT and business levels
  • Intellectual curiosity.
  • Highly data-driven mindset and passion for analytics. 
  • Superior customer service skills.
  • Demonstrated success leading and motivating a team.
  • 5+ years of experience managing a team of 5 or more people, including remote employees.
  • Ability to travel on occasion. 

Preference given to:

  • Post-secondary Degree or Certification
  • Independent Thinkers. 
  • Relevant industry knowledge and experience.
  • Experience with big data is a plus.

 

SALARY

Salary will be commensurate with experience and job responsibilities.  Harris offers excellent fringe benefits including a generous vacation policy and health, dental, life and disability insurance.

How To Apply: 

Applications are accepted here:  https://careers-harriscomputers.icims.com/jobs/2496/director-of-customer…    

ACCEPTING APPLICATIONS UNTIL MONDAY, JUNE 1ST, 2015 

                           

CityView

2307-4464 Markham Street, Victoria, BC

Please feel free to browse our website for further information at

www.municipalsoftware.com

“An Equal Opportunity Employer”