Manager, Professional Services Concierge Onboarding at Nextiva in Scottsdale, AZ
We're actively looking for amazing people like you to join our team! The Manager, Professional Services - Concierge Onboarding is responsible for the Professional Services team tasked with the delivery of Nextiva's UCaaS solutions to upmarket / Enterprise customers. The manager is responsible for ensuring that all implementations are responded to and completed timely (On Time Delivery KPI) while delivering an amazing customer service experience. This role is also responsible for aligning departmental goals with company objectives, key performance indicators, and strategic anchors. A key role for this leader is to be a champion of customer concerns and ensure details are professionally and adequately managed by the implementation team of Technical Account Managers. This leader will oversee, support, nurture, and help the technical delivery team solve implementation related escalations and ensure on time delivery by removing road blocks where able. Implementation Services are the basis for a amazing first relationship with the customer business and IT team and this manager should execute competent plans to promote customer success while maintaining discipline over project scope and delivery. Key
Responsibilities:
Manage, Collaborate and Lead a team of Technical Account Managers Develop best practice internal policies and procedures to ensure both customer success and the success of the organization Manage, Create and Report on Key Performance Indicators (KPIs) specific to the team such as On Time Delivery, Time to Value, Meeting Project Success Criteria, Project throughout, and time reporting analysis. Maximize department success by training, guiding and mentoring team members in accordance with organizational policies and applicable laws. Work closely with Sales & Account Management teams on pre/post sale implementations and opportunities as well as post mortem for continual process improvement. Conduct presentations for internal and external customers Comfortable interfacing and presenting to executives and C-level staff Help team with delivery workloads when able. Modest travel may be required (no more than 25%)
Qualifications:
2
years in a leadership/management role 5
years working in a customer service, consulting, or technical capacity Experience in the Information Technology / Professional Services Bachelor's Degree or equivalent experience Excellent oral and written communication skills Proficient in MS Office / Google Suite Good presentation and visual demonstration skills Must be able to coordinate across various groups and functional teams Basic understanding of capacity modelling / resource utilization. Preferred
Qualifications:
Experience with UCaaS, SaaS and other technology delivery practices Experience with pricing models related to paid-for services Experience with SalesForce Sales Cloud, Service Cloud, and related PSA software.
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Manage, Collaborate and Lead a team of Technical Account Managers Develop best practice internal policies and procedures to ensure both customer success and the success of the organization Manage, Create and Report on Key Performance Indicators (KPIs) specific to the team such as On Time Delivery, Time to Value, Meeting Project Success Criteria, Project throughout, and time reporting analysis. Maximize department success by training, guiding and mentoring team members in accordance with organizational policies and applicable laws. Work closely with Sales & Account Management teams on pre/post sale implementations and opportunities as well as post mortem for continual process improvement. Conduct presentations for internal and external customers Comfortable interfacing and presenting to executives and C-level staff Help team with delivery workloads when able. Modest travel may be required (no more than 25%)
Qualifications:
2
years in a leadership/management role 5
years working in a customer service, consulting, or technical capacity Experience in the Information Technology / Professional Services Bachelor's Degree or equivalent experience Excellent oral and written communication skills Proficient in MS Office / Google Suite Good presentation and visual demonstration skills Must be able to coordinate across various groups and functional teams Basic understanding of capacity modelling / resource utilization. Preferred
Qualifications:
Experience with UCaaS, SaaS and other technology delivery practices Experience with pricing models related to paid-for services Experience with SalesForce Sales Cloud, Service Cloud, and related PSA software.
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
