Service Manager - Tempe, United States - Pomeroy Technologies

Description

Job Description

Client Service ManagerSecure Edge Services

The Client Service Manager role is a key liaison between operations and sales, representing select strategic accounts. The Client Service Manager works within the operations organization and will interact with all departments frequently in a cross-functional manner to improve customer experience, improve operational efficiency, and drive future sales activity.

Core Function:

The Client Service Manager oversees the operational interactions of their strategic accounts. Their goal is to improve revenue, operating margin, and create improvements in customer satisfaction over time, which ultimately creates happy, long-term customers.

The Client Service Manager is assigned a set of high-profile strategic accounts with the expectation that they will manage these customers' initiatives and activities alongside their account management counterparts in sales. This candidate must be experienced in the customer operations lifecycle from acquisition through project management, deployment/provisioning, and support; significant experience in customer satisfaction and retention strategies and activities will provide the right basis for their mission. The Client Service Manager owns both the management of strategic initiatives as well as the tactical day-to-day escalations or activities for their accounts.

The Client Service Manager must deliver on a broad agenda and influence others within the internal organizations to drive product, service, and operational enhancements which will improve their customer's overall experience. Attention to detail and the ability to perform granular data analysis is critical to make the right recommendations to senior management, customer executives, and department leaders.

Key activities include:

Strategic Service Elements

• Monitor monthly SLA's and provide analysis
• Prepare and deliver quarterly business reviews alongside account manager
• Identify continuous areas of operational improvement (vendors, support, other)
• Identify additional opportunities for enhanced service or product integration
• Analyze break/fix service levels and recommend operational improvements
• Key point of contact for triage of billing related concerns

Tactical and Technical Service (Install and Support)

• Monitor day-to-day order status activity
• Handle any customer satisfaction response service issues as necessary
• Manage any reporting as necessary
• Identify areas for enhancement to systems or portals as proposed by customer
• Monitor customer database, installation activity, and drive efficiency and performance out of the operations delivery engine

Essential Duties Responsibilities:

Responsible for establishing and maintaining excellent customer service and ensuring a customer-first mentality oversees and is accountable for sales and retention goals

Works with other departments within our organization to maintain the support we need in serving our customers effectively.

Takes ownership of customers issues and follow problems through to resolution

Analyze statistics and compile accurate reports

Should have good knowledge and understanding of Telecom solutions and Network infrastructure devices like Routers, Switches, Access Points, Firewalls

Able to work and influence key stakeholders in aligning deliverables and navigate and negotiate difficult situations

Monitor projects on an ongoing basis, evaluating progress/quality, managing issue resolution as necessary

Find solutions to complex problems in high-pressure situations and communicate to all appropriate team members

Be a positive and leading force on the team, ready to tackle any project head on

Participate in weekly and monthly meetings, provide reports and presentations.

Attend on-site customer meetings as needed

Work with Vendor Management and Operations to target vendor issues and opportunities to increase customer satisfaction and margin

Identify areas for additional revenue growth and work with Account Management to capitalize and upsell.

Desired Background:

BS or BA degree or equivalent experience

5+ years in Customer Operations, preferably with experience across customer lifecycle

4+ years in account management with proven success in developing account plans and retention of accounts

Telecom, Wi-Fi, or broadband industry knowledge

Data analysis and excel skills critical

Presentation (Visio and PowerPoint) and communication skills are critical