CRM/Service Delivery manager

IPsoft; Austin (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Monthly Bonus Plan

Medical Insurance

Dental Insurance

Vision Care

Life Insurance

Short Term and Long Term Disability Insurance

Paid Time Off Bank

Job summary

IPsoft in Austin, Texas, is seeking an individual with 3+ years of IT experience to enhance customer service quality through leadership and effective communication. The role emphasizes implementing improvement plans for complex accounts while optimizing service delivery.

Candidates should possess ITIL certification and experience in customer-facing roles. This opportunity includes benefits such as medical and dental insurance, along with a monthly bonus plan.

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.

Responsibilities

• Provide leadership to complex accounts.
• Implement Service Improvement Plans.
• Track executive deliverables for high profile clients.
• Coordinate cross-team engagements and deployments.

Skills

Customer Facing Service Delivery

ITIL Process Framework

Project Management

Excellent Communication Skills

Education

ITIL Certification

Job description

• 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.

Job Description

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

Rockstar Qualifications in addition to those required

• Experience in Managed Services a plus
• Knowledge of Six Sigma Methodologies
• Hands on infrastructure background

Additional Information

• Monthly Bonus Plan
• Medical Insurance, Dental Insurance and Vision Care
• Life Insurance
• Short Term and Long Term Disability Insurance
• Paid Time Off Bank