Job#: 3055091 Job Description: Customer Experience Manager
Role Overview
This position is responsible for managing a portfolio of public safety accounts. The role involves maintaining accurate documentation, ensuring contract deliverables are met, and championing security vulnerability initiatives. The manager will deliver executive briefings and work with cross-functional teams to ensure client satisfaction and business results. This is a remote position with occasional travel of approximately 20%, preferably for a candidate located in the Eastern or Central time zone.
Key Responsibilities
- Maintain accurate portfolio documentation, including contract terms, entitlements, supported equipment, contact management, CMDB, and financial management of contract value.
- Ensure fulfillment of orders and accurate, consistent billing.
- Ensure contract deliverables are met and entitlements are delivered according to contract timelines.
- Champion emergency security vulnerability initiatives by working with PMO and engineering teams to plan, execute, and track patches and upgrades.
- Deliver executive briefings at the program and account level, including client quarterly business reviews to executive leaders for strategic accounts.
- Collaborate with cross-functional teams, including Engineering and PMO.
- Drive continuous improvement of services across all offerings as defined by the customer's contracted deliverables.
- Conduct client meetings, including monthly service reviews and executive business reviews.
Required Qualifications
Experience: A minimum of five (5) years of experience in an operations management or engagement management role. Must be a leader with a proven track record of achieving business results and delivering on commitments.
Skills: Possess strong organizational skills with the ability to work with cross-functional teams. Must have the ability to develop and execute efficient and repeatable business processes. Excellent written and oral communication skills are required, along with the ability to effectively prioritize initiatives. The candidate must be comfortable interacting with engineering teams and senior-level executives.
Preferred Qualifications
- Experience and a working knowledge of public safety practice, technology, and public sector support.
- A working knowledge of call flows, ability to interpret network designs, and basic Cisco routing, switching, and hosted collaboration.
- Proficiency in the ServiceNow Product Suite.
- Undergraduate degree or equivalent work experience.
- ITIL Foundation Certification.
- Cisco Customer Success Manager certification
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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