Enterprise Mobility Management; Business Cellular Savings; Lower Cellular Costs, Lower Wireless Costs, ATT, Verizon Wireless, T-Mobile, Sprint, WEM

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. 

Responsibilities

  • 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

Skills/Experience

  • 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

Location

  • Remote

Compensation

  • Salary, bonus & benefits commensurate with experience and achievement

To apply please send us an e-mail with your resume and cover letter.

 

Careers.png