Customer Relationship Manager (Tech Ops)

Responsibilities:

• Act as sole point of contact for operational issues. Coordinate technical issues and customer needs. 
• Identify, build, and maintain relationships with customers internal management.
• Represent customer needs to post-sales support teams and applicable organizations.
• Supervise cases to ensure timely resolution (bi-weekly). Follow up on open action items and cases to ensure commitments are met. Provide customers with updates on hot or escalated issues.
• Coordinate and conduct weekly conference calls to provide status reports to customer and present quarterly reports to customers with analysis of customers support needs.
• Educate customers on processes and procedures.
• Provide status reports to management.
• Travel to quarterly customer site visits to present operational issues/activity, customer happiness and gap analysis to customer and internal personnel.
• Project manage customer facing projects and internal sophisticated service improvement.

Requirements:

• A BS/BA degree or equivalent plus 3-5 years related customer support experience, project management experience or basic business experience.
• Excellent communication, influencing, and presentation skills
• Demonstrates detailed understanding of business processes.
• Demonstrates ability to engage cross-functional resources to solve customer issues.
• Understanding of pertinent software applications used for reporting and researching.
• Ability to apply tools for customer sat and gap analysis and make recommendations to customer.
• CCNA or equivalent basic technical/networking knowledge.
• Good understanding of product and solutions coupled in with a good understanding of project management and business concepts.
• ITIL certified