About this role
Our Customer Relationship Managers, or CRMs, are passionate about bridging the gap between business and technology. As the liaisons between engineers and clients, CRMs act as the primary port of call when clients need to escalate an issue, seek advice, request a change, or inquire about any other matters. CRMs are forward thinkers constantly looking for ways to optimize their clients’ environments. They are motivated not to just meet but to exceed customer expectations.
In a typical day you will:
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:
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 SupportExperience 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
• Competitive Base Salary
• 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, Transit
• Paid time off
**This position offers incredible opportunity to grow in project management, account management, customer service or business performance fields within IPsoft!