Harris Computer Systems Support Manager in Wakefield, Massachusetts

The Manager, Support Services is responsible to lead and manage a team of 10 working in a 24x7 Support Department. In addition to team management and leadership responsibilities, this role will be responsible for defining, implementing, and monitoring business processes that will lead to efficient ticket resolution with end goals including customer retention and references. The Manager, Support Services also will drive the creation of financial metrics, identifying inefficiencies and operationalizing the Support business.

  • Complete financial responsibility for the Support Services group including forecasting & recognition of Maintenance Revenue, 3rd Party Revenue & Departmental Costs.

  • Operationalize performance improvements to reduce customer call volume, software deficiencies, staff performance and customer profitability.

  • Demonstrate a clear understanding of customer needs and proactively identify issues that have the potential to result in annual customer attrition rates greater than annually forecasted projections

  • Keep senior management apprised of critical customer and revenue issues via written and verbal communication

  • Assist with revenue management on all product lines which fall under the manager’s direct scope of responsibility.

  • Demonstrate clear understanding of annual customer maintenance contracts; identify billable activities performed by the team and drive a strong balance of revenue awareness and management in conjunction with excellent customer service

  • Monitor cancellations of maintenance agreements and initiate immediate targeted communications to unhappy customers; negotiate maintenance contract disputes in conjunction with the VP of Support.

  • Set, meet and monitor departmental goals to drive optimal performance within Support.

  • Focus on the overall value of customer relationships, including reference-ability, & ways to drive incremental revenues from the customer base.

  • Regular process review to improve efficiencies wherever possible

  • Resolving customer service related issues & contribute towards improving overall customer service.

  • Travel on occasion, primarily Customer Visits, User Group Meetings and/or Customer Conferences, Business Process Re-Engineering Trips

  • Development, maintenance and response to defined business metrics.

  • Bachelor’s Degree or equivalent combination of education and experience

  • Prior management experience with minimum staff size of 7-10 individuals

  • Successful track record of managing remote employees, desired

  • Knowledge of municipal software applications, strongly desired

  • Basic familiarity with relational database concepts and operating system terminology, strongly desired

  • Must demonstrate decisive decision making ability and strong problem solving skills

  • Must demonstrate ability to effectively assess and analyze complex information, communicate outcomes in a clear and concise fashion, and execute decisions in an independent, effective manner while keeping focused on business objectives and customer and employee needs

  • Excellent oral and written communication skills

  • Ability to work in a collaborative and professional environment which emphasizes teamwork

  • Demonstrated track record of effectively managing multiple assignments and projects within defined and challenging timelines

Picis Clinical Solutions Inc. (Picis) is a division of Harris, 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.

Harris is an EEO/AA/Disability/Vets Employer.

Market Title: Support Manager

ID: 2017-3780

Supervisory : Yes

Percent of Travel Required : 20%

External Company Name: Harris Operating Group

External Company URL: http://www.harriscomputer.com/

Company Overview: Picis Clinical Solutions Inc. (Picis) is a division of Harris, 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.

Harris is an EEO/AA/Disability/Vets Employer.