- Manage and mentor the Professional Services Team, including hiring, shift scheduling, coaching, training, performance reviews, and career development in order to produce a high-performance team with a strong sense of teamwork.
- Manage daily Professional Services team work assignments and workflows to meet company KPI's and monthly analysis of these KPI's.
- Develop processes and procedures to enhance workflow efficiencies and ensure SLA compliance.
- Perform Incident Management in a timely and efficient manner while ensuring consistent communication to executive, internal teams, and external clients.
- Ensure client's having a White Glove experience is at the forefront of all decisions and recognize ways to improve that experience.
- Manage ticket escalations and collaborate with other teams
- Demonstrate a continual progression of increasing the Professional Services team members technical skills
- Perform duties in a high pressure, fast-paced environment.
- Host/attend internal and external performance review calls as requested.
- Advanced level of proficiency implementing and managing engineering practices.
- Proven leadership abilities in managing an engineering team.
- Customer solutions oriented, with exceptional verbal and written skills.
- Operations focused with customer support background.
- Flexibility in work schedule as this position will require occasional escalation to the management team during afterhours network events.
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Manager of Professional Services - Minneapolis, United States - Atomic Data
Description
Job Description
Job DescriptionManager of Professional ServicesDepartment: Professional Services and Engineering
Reports to: Director of Engineering
Job SummaryThe Manager of Professional Services is responsible for managing the day-to-day operations of the Professional Services team. This position will support operations by assisting with system and process improvements, change implementation, and training / mentoring of team members. Success in this role is highly reliant on the ability to effectively prioritize and manage multiple tasks, lead and develop the Professional Services team, collaborate with internal partners, and effectively communicate Professional Services activities to external stakeholders. It is also imperative that the individual in this role can adapt to rapidly changing environments and networks, learn new technologies, process information quickly, and is able to work both independently and in a team environment. This position is an interactive position and has a requirement to be in the office with other staff during the assigned shift.
Essential Functions
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