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IT Account Manager Support & Maintenance - bilingual

Location:

Montreal - Quebec - Canada

Function:

Professional Services and Consulting

Ref #:

201702237
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Description

The main responsibility of the IT Account Manager Support & Maintenance (AMSM) is to ensure an accurate and pro-active after-sales client follow-up, in regard to their Support and Maintenance requests.

The AMSM requires good organization skills, a global knowledge of our products, strong collaboration with our internal teams, as well as good social skills in order to create an effective and long-lasting relationship with our clients. His goal is to ensure their support and maintenance requests are properly prioritized, answered and released according to their desired timeline and our capacity. He will also establish standard processes, metrics, statistics and reports to ensure proper tracking, management and governance of the support accounts.

The role of the AMSM is central and requires a unique combination of skills. He must be an excellent communicator with a capacity to prioritize, plan and follow-up the maintenance releases. Furthermore the AMSM has to understand our clients business process and priorities in order to better adapt our delivery calendar to their needs.

The AMSM collaborates closely with the Support Specialists (1st line support) and the Continuous Engineering (development) teams, and reports to the Support & Maintenance Manager.

Main Responsibilities:

-> Manages Support & Maintenance Customer Relationship
• Organize regular calls with customer and dedicated support specialist in order to review active tickets status and priority
• Performs post-release follow-up with clients to ensure proper usage and satisfaction of the new product/version
• Prepares monthly reports on accounts status (accurate and representative KPIs that show the health of the accounts) for AD OPT management as well as for the clients
• Pro-actively engages customers in the relationship, ensuring all their requests and wishes are properly answered, and proposing ideas, solutions or products from AD OPT in order to better suit their needs
• Communicates with clients about their Support & Maintenance contracts (renewal/termination)
• Follows-up and prepares monthly report of support spending per account for management and Finance department.

-> Manages Change Requests and Maintenance Releases
• Release management: ensures content is aligned with customers priorities, plans date according to capacity and urgency for the client, follow-up on the completion and readiness. Builds and maintains a maintenance release calendar for clients
• Change Request management: manages back and forth discussions with the client (all communications regarding initial need, HLE, acceptance, planning, delivery, billing). Also ensures the priority is accurate and manages the planning within the maintenance team

-> Ensures high customer satisfaction
• Actively and persistently advocates on the customer’s behalf within the business unit, bringing the customer’s concerns and issues to the attention of management so they get resolved in a timely fashion
• Stays aware of trends and developments in the software customer support industry and uses this knowledge to propose improvements in the way AD OPT support is offered and provided
• Ensures that Support team and Maintenance team are well aware of the customers’ needs and statuses
• Ensures that customers are given the appropriate level of attention from the Support & Maintenance point of view (interval between releases, emergencies, number of tickets resolved / opened, etc.)

Qualifications

• DEC or Bachelor Degree in Computer Science or the equivalent.
• 3 to 5 years experience in a customer facing role in the software industry or in the airline planning industry.
• Bilingualism (English/French) with excellent written and oral English communication skills. AD OPT customers are airlines based in the 5 continents.

- Other skills:
• Knowledge of MS-Office, Windows operating system
• Strong analytical and organizational skills, solid attention to detail
• Excellent customer facing communication
• Team spirit, result-oriented, with a strong customer focus
• High level of commitment and enthusiasm
• Ability to work well under pressure
• Dependability and decision making skills
• Available for occasional travel
• Exercises good judgment when dealing with customers and their issues
• Experience reporting accounts statuses to multiple levels of stakeholders in a clear, concise and transparent fashion is an asset
• Experience with JIRA is an asset

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. 

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.