Manager, Customer Experience
We are looking for an experienced Mobility Management leader who is passionate about their work.
The ideal candidate will have the skills and expertise to manage a team of Customer Experience Advocates that support complex, enterprise customers. The Manager, Customer Experience is the leader of the service delivery team from implementation to customer lifecycle. Responsibilities include ownership of the delivery of contractual scope for all customers, customer satisfaction, scope management as well as meeting or exceeding contractual service level agreements. The Manager must have strong communication, team building, customer service, analytical and leadership skills.
Manage the team that delivers services to multiple enterprise customers including those with high line counts, significant change activity and complex allocations
Provide coaching and mentoring to team members on all aspects of the job
Foster teamwork and knowledge share within the team and cross functionally
Ensure compliance to the vMOX service delivery processes and methodologies
Act as an internal advocate for the customer experience team to support resolution of technology integration issues, customer escalations, and service improvement plans
Develop/maintain/grow relationships with customer contacts throughout their organization including key stakeholders
Monitor team progress by tracking customer satisfaction and team productivity
Create and foster teaming activities to improve the employee experience of a remote workforce
Assist Director in developing and implementing process improvements and best practices
Support the team’s delivery of Quarterly Business Reviews and other progress reports to various audiences, including sponsors and key stakeholders
High School Diploma or equivalent. BA/BS preferred
5 + years of staff management in a managed services environment
Customer relationship management experience
Mobility lifecycle experience required
Prior experience managing remote employees, a plus
Strong knowledge of wireless products and services
Excellent listening, speaking, written communication and presentation skills
Salary, bonus & benefits commensurate with experience and achievement
To apply please send us an e-mail with your resume and cover letter.