fusionSpan is a fast growing information technology
services company, and we are seeking a talented Managed
Services Manager to join the team at our Headquarters in
Customer service is at the heart of fusionSpan’s business
functions. As the head of our Managed Services team, you will work
closely with front-line teams and management to provide a good,
cohesive experience throughout the customer success experience. You
will utilize a mixture of customer interactions, understanding of
employees’ skills, and data-driven insights to optimize the
services provided to support customers.
The ideal candidate has a passion for customers while also
possessing the ability to lead and inspire others to provide the
best customer experience possible. Skill and comfort with
technology are required, along with a strong background in Project
Management. Candidates will be considered for immediate hire.
Work closely with front line teams to provide a cohesive,
helpful, and pleasant experience throughout the entire life-cycle
of a customer, from Onboarding through Closeout phases of the
Provide leadership to frontline managers to help foster a
company-wide culture of customer success.
Craft and develop a clear and actionable vision that will
enhance the customer experience.
Improve internal systems and processes, including implementing
new systems to support the Managed Services department and drive
improved customer experiences.
Lead onshore and offshore Resourcing needs in the
Track and monitor customer satisfaction, identify at-risk
customers and collaborate with other internal stakeholders to build
better customer processes and relationships.
Manage ongoing customer needs effectively to drive high customer
retention and loyalty.
Actively engage in account strategy and be a part of executing
the strategy for select accounts.
4+ years of relevant work experience in customer-facing customer
success, account management, or strategic consulting roles.
4+ years of experience in a customer success or managed services
management position or equivalent management position.
4+ years of experience with a nonprofit association.
A proven track record of leading transformational customer
experience initiatives in a B2B environment.
Strong commitment to growing and developing team members.
Ability to manage proactive and reactive tasks effectively.
Strong written and verbal communication skills.
Excellent organization and time management skills.
Deep experience and understanding of Salesforce or similar
Desire to contribute beyond your role and lead change management
across the organization.
The right person will be self-motivated and adaptable. This
position requires someone who wants their work to make a
difference, is a fast learner, has an instinctive problem-solving
mentality and experience conceptualizing and creating out of the
box solutions. Ability to work in a Mac / Apple work
environment is strongly preferred.
We are a fast paced, agile environment located near the heart of
downtown Rockville, MD. fusionSpan offers a competitive and
comprehensive salary and benefits package that can be found on
ourCareers Page .