Customer Relationship Manager (Technical)

About IPsoft

IPsoft automates IT and business processes for enterprises across a wide range of industries. Through our portfolio of world leading autonomic and cognitive solutions we provide services that deliver clear outcomes and allow our clients to secure competitive advantage. Headquartered in New York City, IPsoft has offices in 13 countries across the world and serves more than 500 of the world’s leading brands directly as well as more than half of the largest global IT services providers.

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 escalate 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 to just meet but to exceed customer expectations.

 In a typical day you will:

• 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:

• 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

• Competitive Base Salary

• 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, Transit

• Paid time off

**This position offers incredible opportunity to grow in project management, account management, customer service or business performance fields within IPsoft!