Key Account Analyst

Job Overview

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. The Analyst analyzes ticket activity and trends, resolves select support issues, manages client-facing onsite support meetings, and coordinates hotfixes and software upgrades. The position supports Account Managers and Customer Success Managers by providing key operational insights, allowing them to focus on strategic initiatives.

Salary range: 55K - 65K.

• Ticket Management & Analysis: Generate and maintain ticket reports, analyze trends, identify recurring issues, solve assigned tickets directly, and monitor progress to ensure timely resolution. Escalate tickets as appropriate.
• Client Engagement: Lead recurring scheduled meetings with clients to review ticket status, priorities, and resolution plans. Deliver support and account management in person on a regular cadence, develop stronger customer relationships, and provide clear communication of next steps and timelines. Conduct consultative conversations to strengthen the business fit between the Utility and S&S.
• 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 address complex client issues efficiently and share trend data and insights to support product and process improvements.
• Operational Support: Act as a trusted operational contact for day‑to‑day support needs and coordinate hotfixes and software upgrades with minimal disruption.

• 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.

• 2-4 years of experience in customer support, client services, or operations (preferably in software/SaaS).
• Strong analytical and organizational skills with the 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%.
• AI & Innovation Mindset:
  Comfortable using AI‑enabled technologies, including copilots, chat‑based assistants, and automation tools while maintaining appropriate judgment, security, and compliance standards.

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

Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. For accessibility requests, please contact Harris Talent Acquisition at Harris

TalentA or by phone at (1)‑613‑226‑5511.