Customer Support and Implementation Manager

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

Company Overview

Intelligenz Global is a leading provider of recreation and facilities management solutions for private and public sector organizations across the globe. We deliver innovative and comprehensive applications for managing facilities, bookings, memberships, recreation management, point-of-sale and payment applications solutions that help our clients achieve operational excellence. Our commitment to quality and customer satisfaction is at the core of everything we do.

Location: Calgary, Alberta (REMOTE)
Department: Customer Services and Support
Reports to: COO

Job Overview

 We are seeking a highly motivated and hands-on Customer Support and Implementation Manager to lead our customer services team in Canada. You will play a pivotal role in ensuring that our clients receive exceptional service and timely issue resolution. You will manage daily operations of the implementation and support team while actively participating in solving complex problems, ensuring customer satisfaction, and improving service efficiency.

As a leader, you will proactively drive customer success, handle project implementations, and resolve support queries while ensuring operational excellence and customer satisfaction. You will also play a key role in revenue generation through professional services and implementations.

Key Responsibilities

• Team Leadership:  Lead, mentor, and manage a team of support and implementation specialists, ensuring they are equipped to handle client projects and inquiries effectively.
• Service Excellence: Ensure compliance with Service Level Agreements (SLAs) for both cloud and on-premise customers. Manage customer escalations and ensure timely, effective resolutions.
• Technical Expertise: Lead by example, actively troubleshooting and resolving complex issues, particularly related to Azure setups, SQL queries, .NET 6, and integration with financial ERP systems like SAP, Oracle, and Sage.
• Documentation: Oversee the creation and maintenance of comprehensive support documentation, FAQs, and knowledge base articles.
• Implementation and Project Management: Oversee implementation projects, ensuring smooth onboarding, integration, and delivery for both new and existing clients.
• Revenue Generation: Drive revenue through implementations and professional services while identifying strategic needs that lead to future revenue opportunities.
• Process Improvement: Proactively identify areas for process improvement, including communication with customers and internal teams, and implement solutions that enhance overall efficiency and client satisfaction.
• Customer Success: Conduct regular health checks, gather feedback, and advocate for customer needs, ensuring customer satisfaction and continuous improvement.
• Collaboration: Work closely with cross-functional teams such as Product, Sales, and Development to ensure a seamless client experience.

Key Qualifications

• Experience: 10+ years of experience in a technical or customer support role, with at least 5 years in a leadership capacity. Experience with ERP solutions, SaaS products, or cloud-based services like Azure is essential.
• Technical Skills: Strong technical proficiency with the Microsoft platform, including SQL, .NET 6, and cloud setups, especially in Azure. Experience with troubleshooting and resolving complex customer issues is a must.
• Hands-on Approach: You’re not afraid to roll up your sleeves and lead by example, resolving customer issues and managing projects directly.
• Leadership Skills: Proven ability to lead a team of support professionals, foster their development, and maintain high levels of motivation and performance.
• Project Management: Experience in handling complex implementation projects and integrating with financial systems like SAP, Oracle, and Sage.
• Communication Skills: Excellent communication and problem-solving abilities, with the ability to convey technical concepts to non-technical stakeholders.
• Tools and Platforms: Familiarity with CRM systems (e.g., Avaza, Jira), support ticketing systems, and analytics tools to track performance.
• Education: Bachelor's degree in a related field (e.g., Information Technology, Computer Science) or equivalent experience.

What We Offer

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• A dynamic and inclusive work environment.
• The opportunity to work with cutting-edge technology and innovative solutions.

Intelligenz encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodation needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.  

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.