CRM/Service Delivery Manager
- Develop and create an environment of exceptional customer service by utilizing industry best practices.
- Ensure absolute quality standards of technical & business service
- delivery.
- Create, maintain and provide metrics to monitor and measure client service levels.
- Advocate client service requirements by using an “outside in” perspective.
- Through expert understanding of service delivery, adds IPsoft’s services and solutions to a client’s account portfolio.
- Liaise between customers, IPsoft business executives, and technical subject matter experts to ensure consistent communications and quality service delivery.
- Participate in internal & customer-facing conference calls, demonstrations, and presentations in conjunction with partner resources.
Responsibilities will include:
- Provide leadership to more complex accounts, including:
- Implementing Service Improvement Plans
- Tracking of executive deliverables for high profile clients
- Service Optimization Planning
- Coordinating cross-team engagements and deployments
- Be a critical thinker and apply systematic fixes where/when needed.
- Customize governance reporting around client environment.
- Speak to a wider client audience from security teams to business managers.
- Accompany account management or onsite/client visit presentations.
- Act as mentor to new L1 CRMs as assigned by Channel Lead.
Qualifications
- 3+ years in IT Experience with all aspects of IT Service Support
- Experience in Customer Facing Service Delivery and Project management
- Expertise in ITIL Process Framework – ITIL Certification
- Reporting experience
- Excellent written and verbal communication skills
- Excellent customer service skills
- Rockstar Qualifications in addition to those required
- Experience in Managed Services a plus
- Knowledge of Six Sigma Methodologies
- Hands on infrastructure background
Additional Information
Benefits
- Competitive Base Salary
- Monthly Bonus Plan
- Medical Insurance, Dental Insurance and Vision Care
- Life Insurance
- Short Term and Long Term Disability Insurance
- 401(K) Plan
- Flexible Spending Accounts: Health Care, Dependent Care, Transportation
- Paid Time Off Bank