Key Account Analyst

Systems & Software, a division of Harris; is seeking a Key Account Analyst who plays a critical role in ensuring clients receive timely, organized, and effective support.

This role is responsible for analyzing ticket activity and trends, resolving select support issues, managing client-facing onsite support meetings, and coordinating hotfixes and software upgrades. The Analyst acts as a key operational partner to both clients and internal teams, ensuring Account Managers and Customer Success Managers are informed of important client insights while enabling them to focus on strategic initiatives. The candidate must possess a comprehensive understanding of the software solution to meet/enhance customer's business needs.

Salary:

55K - 65K

AI & Innovation Mindset

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

What your impact will be:

Ticket Management & Analysis

• Generate and maintain ticket reports, analyzing trends and identifying recurring issues.
• Solve assigned support tickets directly, escalating as appropriate.
• Monitor ticket progress and proactively follow up to ensure timely resolution.

Client Engagement

• Lead recurring, scheduled meetings with clients to review ticket status, priorities, and resolution plans.
• Deliver support and account management in person at a regular cadence at the assigned account(s).
• Continuously develop stronger customer relationships at the customer support level and inspire customer confidence.
• Provide clear communication of next steps and timelines for issue resolution.
• Lead consultative conversations to strengthen the business fit between the Utility and S&S.
• Act as a trusted operational contact for day-to-day support needs.

Internal Collaboration

• Keep Account Managers and Customer Success Managers informed of critical client feedback, risks, and operational challenges.
• Partner with SMEs and technical teams to ensure complex client issues are addressed efficiently.
• Share trend data and insights to support product and process improvements.

Success Indicators

• Improved client satisfaction with support responsiveness and communication.
• Reduced time-to-resolution for recurring ticket types.
• Smooth execution of hotfixes and software upgrades with minimal disruption.
• Proactive identification of trends and client risks shared with Account Managers.

What we are looking for:

• 2-4 years of experience in customer support, client services, or operations (preferably in software/SaaS).
• Strong analytical and organizational skills; ability to interpret data and present insights.
• Excellent written and verbal communication skills; comfortable leading client meetings.
• Technical aptitude to understand software updates, test cases, and issue resolution processes.
• Collaborative mindset with the ability to coordinate across multiple teams.
• Travel up to 75%.

What we can offer:

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

About Systems & Software:

Systems & Software, a subsidiary of Harris Computer and part of Constellation Software, has been serving utilities and municipalities since 1973. Headquartered in Vermont, the company provides the enQuesta CIS platform to manage billing and utility operations for electric, water, gas, wastewater, solid waste, and property taxes. Our solutions enable utilities to manage complex rate structures, streamline operations, and enhance customer service, all without the need for custom code or disconnected systems. With cloud-based deployment, SOC 2 Type II certification, and interoperability with meter data systems, GIS, and financial tools, Systems & Software delivers stability, security, and flexibility that utilities can trust. Our commitment to ongoing investment ensures continuous innovation and a strong partnership with our customers across North America.

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.

#LI-DNI