Client Support Manager

As a Client Support Manager (CSM), you will be the primary advocate for our valued clients, ensuring their needs are met with excellence and care. Reporting directly to the Senior Manager of the Technical Operations Centre, you will play a crucial role in fostering strong client relationships, maintaining detailed records, and enhancing our customer service strategies.

Responsibilities:

• Act as Customer Account Manager for large and small Evertz Customers
• Manage Service Level Agreements and ensure all commitments are met
• Obtain and organize all customer documentation and diagrams
• Provide regular reporting for customer system performance and incidents
• Lead recurring customer update meetings
• Manage small teams of engineers, focused on customer related issues
• Prioritize workload and delegate effectively to qualified resources
• Ensure team adheres to all approved processes and procedures
• Act as an escalation point for EvTOC team
• Facilitate escalations to the management and other internal Evertz teams
• Plan, organize and lead customer project deployments
• Lead continuous process improvement and ensure documentation is updated accordingly
• Highlight training requirements and schedule resources accordingly
• Oversee document repository and suggest improvements to simplify structure

• Previous experience managing large projects with tight timelines.
• Excellent oral and written communication skills and the ability to train and manage employees.
• High level of interpersonal and customer skills to work with others, motivate employees, and assign work as required
• Detail-oriented and results focused individual with a proven ability to manage multiple priorities with a demonstrated sense of urgency.
• Computer aptitude with proficiency in Microsoft Office, Word, Excel, Outlook.
• Detail oriented with strong analytical and problem-solving skills.
• Technical Diploma/Degree or equivalent work experience (preferred).
• Familiarity with one or more of the Evertz suite of products is strongly recommended.
• Broadcast and/or Network Experience is an asset.
• Ability to work in a fast-paced, dynamic environment with many changing priorities.
• Self-motivated with the ability to take initiative in identifying and resolving problems independently.
• Ability to travel internationally.

What we offer:

• Employer funded benefits program
• Competitive total compensation package
• Work-life balance
• Employee Assistance plan
• Employee Discount Platform
• Career progression
• Casual work environment
• Social events and sports teams

Location: Burlington, Ontario 
Hours: Monday - Friday, 40 hours.
Vacancy: This role has been created to support ongoing team growth
Salary Range: $60,000. - $80,000. CAD per year, based on experience. 

About Evertz Microsystems (TSX: ET)

Evertz is a global leader in broadcast technology, delivering cutting-edge hardware and software solutions that deliver content to television sets, on-demand services, WebTV, IPTV, and mobile devices (like phones and tablets) worldwide. Trusted by major broadcast facilities, telcos, and satellite providers on every continent, we're known for end-to-end innovation that sets the industry standard.

Canadian-headquartered with offices around the world, Evertz has 2,000+ employees and has been recognized as one of Canada's 50 Best Managed Companies — a testament to our commitment to excellence and global impact.

Join a team where your work shapes the future of broadcast and new media industries.

Evertz is committed to equal opportunity employment. Accommodations are available throughout the recruitment process for applicants with disabilities — please notify HR when scheduling your interview.
Artificial intelligence (AI) technology may be used in our recruitment process to assist with resume screening and interview note-taking. All hiring decisions are made by our team without AI involvement.