CRM/Service Delivery Manager

• 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