Up to $97K
This position has no supervisory, financial, or budgetary responsibilities.

Responsible for building and maintaining a successful relationship with complex managed services customers from just prior to contract signing through successful implementation of their contracted services and reoccurring operational activations.

Responsible for the overall performance for maintaining a strategic proactive relationship through all phases of the customer life cycle. Including delivery, recurring operations and sales support. A focused emphasis as a technical liaison with other business units delivering specific services and support. Required to be a subject matter expert in information availability and managed services support. Candidate must have a strong understanding of product offerings and strategic relationships across all business units.

Manage overall customer satisfaction by ensuring exemplary service delivery. Manage the customer relationship by providing representation through end-to-end ownership of customer related activities. Candidates must possess the technical skills to recognize which center of excellence is required to be engaged in the required customer support focus. Manage the customer relationship by providing representation and end-to-end ownership of customer related issues.

Responsibilities:
-Project management for complex customer solutions.
-Ownership and management of mission critical uptime.
-Management direction for a dedicated team of operations and engineering personnel.
-Maintaining the customer relationship at all levels of the organization.
-Identifying areas of improvement and supporting all existing contracted services.
-Support for discovery and definition of customer requirements, architecting, designing, and assisting in customer presentations for all solutions as requested by the Sales Account Team.
-Ensure the mission critical requirements of the customer are met through thorough understanding of their business requirements and objectives. Maintain overall customer technical requirements so that risks, opportunities and areas of service delivery improvements can be identified.
-Correctly set operational expectations with customers.
-Be the customer’s advocate within Company. Understand their business, production and testing requirements, critical windows, and potential impacts.
-Maintain a close working relationship with the Operations staff that supports your customers. Using this relationship to accomplish goals that are in the best interest of the customer.
-Maintain an open line of communication with Sales. Ensure they are made aware operational and facility issues impacting the customer’s production service.
-Present new organic business opportunities.
-Deliver weekly business and project status reports on all activities to customers and Director.
-Work with project implementation, sales and consulting on providing on-time deliverables for contracts, statements of work, assignment of tasks to insure consistent traction of time lines to deliverables.
-Work with the Implementation team on new contracts or add on services. Be engaged in the process and assist where necessary. Ensuring we are maintaining customer satisfaction.
-Provide subject matter expertise of testing and managed services processes and procedures for customers and service delivery teams.
-Maintain a high level of customer satisfaction through service delivery success.
-Maintain an in depth knowledge of the tools required to support customer requirements.
-Maintain an in depth knowledge of the process and procedure utilized for Managed Services and Recovery.
-Maintain an in depth knowledge of the current problem and change tracking system.
-Utilize this system to monitor problem and change requests for your customers.
-Review and understand the policy regarding change management. Ensure your customer requests stay within the defined guidelines.
-Maintain familiarity of current customer provided portal. Be able to assist with basic troubleshooting questions from your customer.
-Utilize the defined Customer Meeting templates for documenting regularly scheduled meetings and follow up issues and actions.
-Keep the Customer Service algorithms reporting totals up-to-date as customer contractual changes occur or as customer activity levels change.
-Submit monthly reports to Management on a timely basis.
-Assist in mentoring other Complex Account Managers and Customer Care staff members.

Qualifications:
-College Degree preferred but will consider applicants with equivalent work-related experience with a minimum educational requirement of a H.S. Diploma or GED equivalent.
-Subject matter expert in disaster recovery, business continuity and managed services as it pertains to customer’s production & testing requirements.
-5+ years experience working directly with customers.
-3 - 5 years technical experience in a customer centric company.
- Several years of experience managing an Enterprise Level application such as Oracle E Business Suite or SAP.
-Experience to include management of at least one of the following: infrastructure required to support these applications; managing business analysts responsible for implementing and maintaining the functional aspects of the applications; implementing an enterprise level application; or coordinating DBA's and System Administrators responsible for managing these applications.
-Ability to effectively work with the technical teams responsible for an SAP or Oracle EBS as well as the Management layer responsible for implementing these types of enterprise applications.
-Excellent written & verbal communication skills.
-Excellent organizational & time management skills.
-Good project management skills.
-Good problem solving & decision making skills.
-Good PC skills, word processing, spreadsheets.
-Excellent working knowledge and experience in planning, design, deployment and operational support of Data Center infrastructure, operating systems, databases and applications.
-Understanding of current information technologies.
-Ability to learn quickly & work independently.
-Ability to handle multiple tasks in a fast paced, changing environment.
-Ability to gain & maintain trust.
-Experience Managing a Data Center or other IT related management experience.
-Experience with IT Managed Services.
-Project Management Certifications.
Working Conditions: Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employment is contingent upon successful completion of the background investigation and pre-employment drug screen

Contact information:
Mike Stapinski, Next Step Systems
mike@nextstepsystems.com
www.nextstepsystems.com