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Manager, Client Services

at Laison

Posted: 6/3/2019
Job Reference #: *C7C7CA2A24B0108C
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Job Description

Requisition Number
18-0070

Post Date
10/25/2018

Title
Manager, Client Services

City
Alpharetta, GA

Description
Reporting to the Director of Customer Support, the Manager of Client Services will provide managerial leadership for fast-growing technical support and Managed Services teams as they provide premium-level technical support 24x7x365 to Liaison customers and partners.

Primary responsibilities include managing the work activities of the team. This individual will assist in providing guidance to resolve highly complex issues and implement strategies for training and tools for use by the teams. This is a proactive leader, with the ability to set direction, while driving solutions aimed at improving the customer experience across a diverse team and technologies.

Responsibilities

• Provide hands-on daily management of the Technical Support and Services staff. Oversee staff performance by taking the lead in staff selection; monitor performance objectives and productivity metrics relating to quarterly goals and annual reviews; and provide staff training, development, and leadership to help ensure and maintain a strong team environment and successful delivery of the Liaison 24x7x365 support offerings.
• Develop and maintain quality metrics and standards for support performance, generating weekly, monthly, and quarterly reports to be reviewed with management and Support team members, including identification of challenges and opportunities.
• Manage the communication and escalation of issues with strategic customers with sales management ensuring successful resolution and minimizing customer impact.
• Recognize and identify potential areas where existing policies, procedures, and programs require change, or where new ones need to be developed to make the department more efficient, and to ensure high levels of Customer Satisfaction.
• Manage the customer and support requirements including customer notification, training and tools needed to ensure support readiness for launch of new solutions in the market.
• Facilitate communication, cooperation, and teamwork between the Support team and other tier3 operational departments and management teams.
• Produce customer facing documentation such as Root Cause Analysis’ (RCAs), Solution Articles for common issues, FAQs, and has experience driving the support and product Knowledge Base.
• Evaluates and prioritizes incoming phone queues and ticketing systems to determine personnel needs.
• Ability to grow in the role, while developing talent and expertise within the team.

Required Skills

• Strong leadership qualities including developing staff, communicating vision and inspiring teams.
• Fanatical about customer success and tenacious at driving long-term customer value.
• Eager to contribute beyond the job description and lead strategic initiatives to improve the customer experience at Liaison.
• Demonstrated history of recruiting and hiring phenomenal talent.
• Excellent customer management instincts and abilities.
• Demonstrated history of data-enabled decision making and prioritization.
• Strong interpersonal skills, ability to build rapport and credibility quickly.
• Excellent judgment and business knowledge with a keen ability to assess people, processes and products
• Minimum of 5 years of customer-facing experience; at least 4 years in a management role managing a team of technical support and services specialist.
• BA or BS in related field, preferably a Computer Science or Engineering major and five or more years related experience and/or training; or equivalent combination of education and experience.

Additional Preferred Skills

• Understanding of emergency notification systems, policies, and processes desirable.
• Good understanding in principles and implementation of the Communication Protocols including AS2, FTPS, SFTP, SMTP, SSL and VPN
• Experience working with Data Translation software supporting data mapping and transformation processes
• Experience working with hosted, resellers and third-party VAN providers
• Experience working with enterprise incident management systems (I.E. Sales Force, Service Now)
• Experience with various IT Service Management (ITIL) process and execution functions including: Knowledge, Request, Incident, Event and Change management functions.
• Experience establishing and measuring Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

About Liaison Technologies

Liaison Technologies is a growing and energized global Integration and data management services company providing unique and high-value services to move, transform and manage business information in the cloud. With a comprehensive array of business-to-business and application-to-application integration and data transformation services, Liaison's practitioners implement data management infrastructures adapted to each client’s specific business requirements. Headquartered in Alpharetta, Liaison has additional offices in both the U.S. and Western Europe. For more information visit our corporate website at www.liaison.com

Liaison Technologies offers competitive pay and a generous benefit package to all of our full time employees that include FREE medical, dental and vision plans, 401K matching, STD/LTD, wonderful PTO schedules, and 10 paid holidays per year. We also have a great work environment that includes a game room, free beverages, Bagel Fridays, and many fun events throughout the year. Come join our team of talented and motivated employees!

Liaison Technologies is an equal opportunity employer. It is the policy of Liaison technologies not to discriminate in hiring and employment on the basis of race, color, religion, national origin, sex, disability, age or any other protected class in accordance with all applicable federal, state and local laws.