CRM/Service Delivery Manager

IPsoft; New York (NY); On-site; USD 75,000 - 95,000; 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, located in New York, seeks a Customer Relationship Manager to enhance exceptional customer service and bridge the gap between business and technology. This role demands leadership in service delivery and optimization across complex accounts.

The ideal candidate has over 3 years of experience in IT Service Support, is ITIL certified, and possesses excellent communication skills. Benefits include medical and dental insurance, a monthly bonus plan, and paid time off.

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

Skills

IT Service Support

Customer Service Delivery

ITIL Process Framework

Communication Skills

Project Management

Six Sigma Methodologies

Job description

Our Customer Relationship Managers, or CRMs, are passionate about bridging the gap between business and technology. As the liaisons between engineers and clients, CRMs act as the primary port of call when clients need to escape an issue, seek advice, request a change, or inquire about any other matters. CRMs are forward thinkers constantly looking for ways to optimize their clients’ environments. They are motivated not just to meet but to exceed customer expectations.

Job Description

• 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, add 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