Leadership and People Management

• Lead, coach, and develop a team of Customer Account Analysts (CAAs) to achieve operational, quality, and customer experience objectives.

• Establish team goals, performance expectations, training plans, and development opportunities aligned with business objectives.

• Conduct regular team meetings, one-on-one meetings, performance reviews, and employee development discussions.

• Manage workload balancing, staffing plans, succession planning, and recruitment activities to ensure business continuity and operational effectiveness.

• Foster a culture of accountability, continuous improvement, collaboration, and customer focus.

Service Contract Operations

• Own operational governance of the service contract lifecycle, including contract setup, maintenance, modifications, renewals, entitlement management, and invoicing support.

• Ensure service agreements are accurately established and maintained within business systems and aligned with customer commitments.

• Oversee contract workflows, approvals, and operational controls to ensure compliance with established policies and quality requirements.

• Partner with Service Operations, Sales, and Finance teams to resolve contract discrepancies, entitlement issues, and customer escalations.

• Drive standardization and continuous improvement of contract administration processes.

Billing and Revenue Optimization

• Provide oversight of billing-related activities to ensure timely and accurate invoicing of contractual and billable service activity.

• Monitor operational metrics and reporting to identify revenue leakage risks, process gaps, and opportunities for improvement.

• Partner with Finance and operational leaders to improve revenue capture, reduce aged work items, and strengthen operational controls.

• Support quarter-end and year-end business activities related to contract administration and revenue recognition processes

System Ownership and Digital Enablement

• Serve as the Canadian business owner and principal operational stakeholder for service contract management technologies.

• Own Canadian business alignment and operational input for quoting platforms, including Apttus and future commercial enablement solutions.

• Represent Canadian service operations requirements in system enhancements, user acceptance testing, process redesigns, and technology deployments.

• Partner with Digital Technology teams to prioritize enhancements, resolve operational issues, and improve user experience.

• Maintain business ownership and operational governance of CRM and service management systems, including SMAX and related platforms.

• Lead change management, communication, process documentation, and user adoption activities associated with technology implementations.

• Coordinate participation in testing activities, defect management, validation exercises, and release readiness assessments.

• Proven people leadership experience with the ability to lead, motivate, develop, and retain high-performing teams.

• Strong understanding of service operations, service contract administration, billing processes, and customer support functions.

• Demonstrated ability to lead cross-functional initiatives and drive organizational change.

• Experience with CRM, quoting, and service management platforms, including business ownership or super-user responsibilities.

• Strong analytical and problem-solving skills with the ability to use data to drive operational improvements.

• Exceptional communication and stakeholder management skills across all organizational levels.

• Ability to influence without direct authority and build strong collaborative relationships.

• Continuous improvement mindset with experience implementing process enhancements and operational efficiencies.

• Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.

• Customer-focused approach with a commitment to operational excellence and quality outcomes.

• Experience supporting technology deployments, user acceptance testing, and business process transformation initiatives.

• High degree of accountability, ownership, and business acumen.