Overview
Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - Independent
Job Details
Job Description:
Our client is seeking a proactive and dedicated High Touch Operations Manager to join their dynamic Customer Experience team. This role is pivotal in transforming their Operating Model to enhance customer interactions through personalized, proactive, and predictive engagement. The successful candidate will work a hybrid schedule, collaborating with cross-functional teams to foster trust and build lasting relationships, ensuring customers maximize the value of their technology investments.
Responsibilities:
Qualifications:
Pay Range: $75.00 - $80.00 hourly
This position offers a hybrid schedule, with time split between the office and remote work.
Our client is seeking a proactive and dedicated High Touch Operations Manager to join their dynamic Customer Experience team. This role is pivotal in transforming their Operating Model to enhance customer interactions through personalized, proactive, and predictive engagement. The successful candidate will work a hybrid schedule, collaborating with cross-functional teams to foster trust and build lasting relationships, ensuring customers maximize the value of their technology investments.
Responsibilities:
- Provide reactive support and build effective operational relationships with customer teams, primarily focusing on Service Operations or Network Support.
- Coordinate across various departments to assist in resolving customer incidents swiftly to maximize system availability.
- Act as a primary point of escalation for customers, maintaining communication throughout the incident resolution process and conducting post-resolution analyses.
- Utilize various communication tools effectively (email, telephone, chat, video conferencing) to ensure clear and professional interactions with customers.
- Lead the operational section of the Quarterly Business Review (QBR) with customers, articulating value, building trust, and providing strategic viewpoints.
- Coordinate with Expert Care resources like Asset Managers, Learning Advisors, and Technical Consulting Engineers to enhance customer operational efficiency and system availability.
- Independently coordinate and complete tasks while pushing through to resolution and maintaining a good relationship with the customer.
- Conduct root cause analysis upon customer’s request and coordinate with engineers to review potential product or software defects and obtain necessary fixes.
Qualifications:
- Minimum of 3 years of experience in a similar role within a support or operations environment.
- Strong technical understanding and ability to leverage the expertise of others in networking and technical areas.
- Demonstrated leadership skills with the initiative to work autonomously and outside of established processes.
- Excellent communication and interpersonal skills, with proficiency in using modern communication and collaboration tools.
- Experience in coordinating and leading customer-facing operational reviews and analysis.
- Ability to work effectively with cross-functional teams to drive customer success and resolve issues.
- ITIL Foundation and intermediate-level certifications are recommended.
- Additional language skills in French are advantageous but not required.
- Eligibility to work remotely from an approved location with a hybrid schedule.
Pay Range: $75.00 - $80.00 hourly
This position offers a hybrid schedule, with time split between the office and remote work.
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