Video System Manager

Jobtailor; Deutschland; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor in Germany is seeking a Service Delivery Manager to coordinate cross-functional teams across Sales, Product, Engineering, Deployment, and Customer Success to ensure top-tier video services.

You will own SSOWs, SLA compliance, and serve as the single point of contact for customers on video solutions, driving improvements and coordinating upgrades and field resources. Travel 25-50% is required.

Qualifikationen

• High School diploma, Associates, or Bachelor's degree, OR 5+ years in Customer Support/Account Management with video solutions.
• Working knowledge of CMSO and NOC offerings; strong oral and written communication.
• Ability to obtain required background clearance per government customers.
• Travel requirements of 25-50%.

Aufgaben

• Collaborate with Sales, Product, Engineering, Deployment, and Customer Success to support video services.
• Oversee SSOWs with Onsite Servicers and ensure SLA compliance.
• Act as single point of contact for video services with customers.
• Execute service agreements, deploy field resources, and manage escalation processes.
• Maintain service scope per contract and educate customers on deliverables.
• Build trusted advisor relationships and drive best practices in the customer environment.
• Deliver consistent service levels and drive corrective actions to closure.
• Coordinate technical changes, upgrades, and execution plans with stakeholders.
• Monitor complex service matters and report on performance.
• Facilitate coordination between account teams and technical resources.
• Maintain familiarity with video solution deployment methodologies and quality processes.
• Identify up-sell or cross-sell opportunities while delivering end-to-end solutions.

Kenntnisse

Service Delivery Management

Case Management

Technical Solutions Implementation

Video Services

Quality Processes

Relationship Building

Problem Solving

Customer Engagement

Dedication to Quality

Ausbildung

High School diploma

Associates

Bachelor's degree

Jobbeschreibung

Responsibilities

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams pertaining to the Mobile Video, Command Center Software, and Mission Critical Networks throughout the customer engagement.
• Oversee Servicer Statement of Works (SSOW) with Onsite Servicers and ensure service delivery and Service Level Agreements (SLA) compliance.
• Provide Customers a single point of contact for all items related to Video Services.
• Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes.
• Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables.
• Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer.
• Ensure best practices are being adhered to within the customer's environment.
• Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure.
• Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations, and be engaged on all upgrade and execution plans.
• Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities.
• Report on technical performance and provide reviews of relevant service requests open within a customer's environment.
• Ensure effective coordination and support between account teams and supporting technical resources, resulting in adherence to agreed scope, deliverables, and outcomes.
• Have familiarity with video solution deployment methodologies and quality processes.
• Show dedication to delivering and supporting end-to-end solutions with exceptional quality, identifying up-sell or cross-sell opportunities.

Requirements

• High School diploma, Associates, or Bachelor's degree, OR 5+ years of experience in Customer Support / Customer Account Management to include Mobile Video, Vehicle Intelligence, or other video solutions.
• Must have working knowledge of CMSO and the Network Operations Center offerings and procedures as well as a strong command of communication skills, both oral and written required.
• Must be able to obtain a background clearance as required by our government customers.
• Travel Requirements 25-50%

Hard Skills

• Service Delivery Management
• Case Management
• Technical Solutions Implementation
• Video Services
• Quality Processes

Soft Skills

• Relationship Building
• Problem Solving
• Customer Engagement
• Dedication to Quality

Certifications & Qualifications

• Background Clearance