About this role
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 PlansTracking of executive deliverables for high profile clientsService Optimization PlanningCoordinating cross-team engagements and deploymentsBe 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.
3+ years in IT Experience with all aspects of IT Service Support Experience in Customer Facing Service Delivery and Project managementExpertise in ITIL Process Framework – ITIL CertificationReporting experienceExcellent written and verbal communication skillsExcellent customer service skillsRockstar Qualifications in addition to those requiredExperience in Managed Services a plusKnowledge of Six Sigma Methodologies Hands on infrastructure background
Benefits
Competitive Base SalaryMonthly Bonus PlanMedical Insurance, Dental Insurance and Vision CareLife InsuranceShort Term and Long Term Disability Insurance401(K) PlanFlexible Spending Accounts: Health Care, Dependent Care, TransportationPaid Time Off Bank