- Trusted advisor to assigned Customer(s).
- Work with Sales Team to help drive new business growth and customer satisfaction.
- Subject Matter Expert on all MCPC Services.
- Ensure high levels of customer satisfaction of assigned Managed Service Customers.
- Provide highest level of communication to internal and external Customers, Partners, Business Units, and other Teams.
- Look for Continual Service Improvements for assigned Customers
- Lead and manage Delivery Coordinators in support of contracted services.
- Assist with special projects as required.
Skills and Attributes Required
- A terrific, positive attitude, self-direction and leadership qualities are required.
- Strong customer-service orientation with a proven track record working with all levels of an IT organization.
- Experience with presenting information and data to customers
- Experience with understanding service-related P&L.
- Experience with hardware solutions that support MCPC Services.
- Strong understanding of a support team in various customer environments.
- Strong ability to communicate well both verbally and in writing to Customers and Partners, internal business units and management.
- Self-motivated and the ability to manage multiple priorities along with a strong work ethic required.
- Professional demeanor.
- Ability to manage confidential and proprietary company information.
- Experience working in a team-oriented, collaborative environment.
- Ability to identify and manage service issues.
- Ability to travel as needed.
Experience and Educational Requirement
- 1-2 years’ experience managing technical resources.
- 1-2 years IT customer service
- 1-2 years’ providing and delivering technical support and providing technical guidance.
- 1+ experience as a technical lead
- 2-Year degree desired, but not necessary.
- Project Management experience desired, but not necessary
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.
