Job Overview
Location
20 Locations
Job Type
Full-time
Category
Software Engineering
Date Posted
June 25, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary day-to-day liaison and trusted advisor to SilverBlaze customers, ensuring their needs are met through consistent, proactive communication.
- • Build and maintain strong relationships with key operational stakeholders by understanding their software configuration, business workflows, and strategic goals to align SilverBlaze’s capabilities with customer outcomes.
- • Monitor account health through customer sentiment, usage trends, and operational performance to proactively identify risks, surface issues, and recommend actions to improve value realization.
- • Drive adoption of SilverBlaze software by identifying gaps in usage and partnering with customers to increase engagement and satisfaction.
- • Act as the primary escalation point for customer issues, owning resolution from initiation to closure and leading post-incident reviews to communicate root cause, remediation, and preventive measures.
- • Intake, clarify, and coordinate service order requests from customers and internal business units, working with Engineering and Delivery teams to obtain level-of-effort estimates and deliver quotes in alignment with SLAs.
- • Track upcoming maintenance renewals, surface renewal risks early, and collaborate with internal teams to remove blockers and secure contract renewals.
- • Attend finance AR calls and proactively follow up on outstanding invoices, aging items, and disputed charges to ensure AR metrics are met.
- • Create and maintain a detailed customer playbook in the internal tracking system for every account, from onboarding through the full customer lifecycle.
- • Log all customer interactions—including meetings, calls, and resolutions—in the internal tracking system and ensure customer contact information is always up to date.
- • Collaborate with the Sales team to identify expansion opportunities, share customer insights, and support upsell initiatives based on usage patterns and satisfaction data.
- • Support business reviews by providing performance data, customer feedback, and strategic recommendations to internal stakeholders.
- • Conduct onsite customer visits as needed to strengthen relationships, resolve critical issues, and reinforce trust.
- • Leverage AI tools such as copilots, chat-based assistants, and automation platforms to enhance productivity, streamline workflows, and improve decision-making while adhering to security and compliance standards.
- • Travel approximately 50% to meet customers in person across the United States, Canada, and the Caribbean; must hold a valid passport and be legally eligible for international travel.
- • Work within EST timezone preference to align with customer and team schedules.
🎯 Requirements
- • 3-5 years of experience managing multiple customers in a Customer Success or Account Management role
- • Excellent written and verbal communication skills
- • Proficient in Microsoft Word, Excel, and PowerPoint
- • Comfortable integrating AI into daily productivity and decision-making processes
- • Ability to travel internationally (must hold valid passport and be eligible for travel to US, Canada, and Caribbean)
- • Ability to work in EST timezone
🏖️ Benefits
- • 3 weeks’ vacation and 5 personal days
- • Comprehensive Medical, Dental, and Vision benefits starting from first day of employment
- • Employee stock ownership and RRSP/401k matching programs
- • Lifestyle rewards
- • Remote work flexibility
Skills & Technologies
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About Harris Computer Systems Corporation
Harris Computer Systems Corporation is a Canadian enterprise software provider focused on vertical-market solutions for public sector, utilities, healthcare and education. Through more than 120 operating divisions, it acquires and operates specialized software companies, offering products for ERP, utility billing, public safety, student information, and healthcare information systems. Founded in 1991 and headquartered in Ottawa, Ontario, Harris serves over 100,000 customers across North America, delivering scalable, on-premise and cloud-based software and ongoing support services.
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