CRM/Service Delivery manager

CRM/Service Delivery manager

• IPsoft is a global autonomic services provider, delivering Managed Services, Platform-as-a-Service, Automation-as-a-Service and Autonomic Cloud Orchestration. The company’s mission is to power the world with expert systems.


• IPsoft leverages advanced autonomics that remediate, on average, more than 56 percent of IT Operations tasks including: event management, incident management, change management, request fulfillment and standard operating procedures. We globally support a wide range of enterprise customers, service providers and telecommunications companies. IPsoft’s autonomic technologies enable clients to realize lowered costs, reduced human errors and enhanced service levels.


• Headquartered in New York City, IPsoft has operations in 10 countries across North America, Europe and Asia. IPsoft aims to be a true partner helping businesses achieve better outcomes.

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 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