CRM/Service Delivery Manager

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 escalate 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 to just meet but to exceed customer expectations.

• 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 will include:

• 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.

• 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
• Excellent customer service skills
• Rockstar Qualifications in addition to those required
• Experience in Managed Services a plus
• Knowledge of Six Sigma Methodologies 
• Hands on infrastructure background

Benefits

• Competitive Base Salary
• Monthly Bonus Plan
• Medical Insurance, Dental Insurance and Vision Care
• Life Insurance
• Short Term and Long Term Disability Insurance
• 401(K) Plan
• Flexible Spending Accounts: Health Care, Dependent Care, Transportation
• Paid Time Off Bank