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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
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Worksite address
new york, NY, 10261, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.