Managed Services Manager (Remote)

Company: fusionspan
Location: Rockville
Posted on: September 13, 2020

Job Description:

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 Rockville, MD.

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.

Responsibilities:

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 engagement.

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 department.

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.

Qualifications:

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 platforms.

Desire to contribute beyond your role and lead change management across the organization.

Additional Information:

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 .

Keywords: fusionspan, Rockville , Managed Services Manager (Remote), Other , Rockville, Maryland