Support & Implementation Manager

LINK TO APPLY : https://harriscomputer.wd3.myworkdayjobs.com/1/job/Ontario-Canada/Implementation-and-support-manager_R0025868

About the Company:

As market leaders in management software for legal professionals, our operations are at the heart of the legal ecosystem. You'll be working with various players in the field daily, understanding their reality and supporting them in optimizing their operations. We're looking for a passionate, communicative individual to join a young team in a fast-growing company.

Job Description:

We are seeking a dynamic and motivated individual to join our team as a Support Team Lead / Project Manager. The successful candidate will be responsible for leading our support team and managing projects related to our ERP software dedicated to law professionals outside Quebec. The position is 100% remote.

Responsibilities:

• Lead and manage the support team to ensure timely and effective resolution of customer issues.
• Drive insightful metrics to monitor team performance and identify areas for improvement.
• Develop and maintain a comprehensive knowledge base and help center to support customers.
• Build and maintain strong relationships with customers to ensure high engagement and satisfaction levels.
• Oversee the implementation process for new clients, ensuring a smooth transition and successful onboarding.
• Facilitate the cycle of change management within the support team and among customers, ensuring that changes are effectively communicated and implemented.

Qualifications:

• Previous experience in a support team leadership role.
• Strong project management skills with the ability to prioritize and manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills.
• Experience working with a legal ERP software (Cosmolex, Esilaw, Pclaw, Elite, Aderant, Athenian, Minutebox, Clio, etc.)
• Familiarity with change management principles and experience guiding teams and clients through the change process.

* Only selected candidates will be contacted.

Harris is an equal opportunity employer. Applications are encouraged from members of the following targeted groups: women, people with disabilities, Aboriginal people and visible minorities. If you have a disability, assistance with the screening and selection process is available upon request.

The Harris Talent Acquisition Team does not use text messages to communicate with candidates or solicit confidential information. We encourage all candidates to apply for posted positions. They will be contacted either by a Harris manager or a member of the talent acquisition team for an interview once the required criteria are met.