Customer Service Manager

Customer Service Manager

 Customer Service and Project Manager Needed

The ideal candidate will have proven expertise in client/product/project management and be able to prioritize and manage simultaneous projects. Direct experience in building client relationships, establishing project strategy and deliverables, developing and delivering managing project resources and client expectations is a requirement. Must have experience in software quality assurance testing.



This dynamic position is responsible for providing detailed product direction as a subject matter expert (SME) on the software product(s) assigned. Working closely with clients the candidate must understand the user community and challenges and stay abreast of changes in the laws that affect client operations. This individual also plans and communicates all software releases to the client community. This individual must have the ability to understand and contribute to the company vision, values and business objectives. 

Key areas of Responsibility:

• Will act as an advocate for the client, monitoring and communicating internally and externally project status, open issues, and identifying new potential projects and sources of revenue. 
  
• Direct responsibility for depth of service offering within each client, optimal client revenue and overall client satisfaction.
  
• Partners with clients to understand business needs, issues, strategies and priorities in or to deliver value added business solutions.
  
• Owns account relationship and is responsible for meeting revenue objectives.
  
• Participates in presenting products and services that can benefit customers’ needs. Will require travel
  
• Heavy interaction and support on the phone and sometimes in person with client.
  
• Demonstrates working knowledge of the organizations entire product and service line.
  
• Responsible for preparing proposals for system enhancements. Enhancements need to be proposed to a change forum, tracked and managed while keeping the client informed of progress and expected time lines.
  
• Coordinates with clients and internal teams on all product installations for new software releases or hot fixes.
  
• Resolving questions and problems directly through individual efforts or by triaging problems with technology, product and professional services.
  
• Deliver training sessions and knowledge transfers to internal team members and clients.
  
• Ability to plan, organize and prioritize assignments to independently to meet deadlines and complete tasks in an accurate manner, under constant pressure and interruption.
  
• Provide expertise (verbal and written) in creating release notes, reference manuals, procedure manuals and other training documentation.
  
• Responsible for software quality assurance testing all aspects of the product including performance testing, including creating scripts, executing tests and analyzing results.
  
• Document and verify/"re-create" user problems.
  
• Record problem using examples (i.e., screen shots of what areas the problem impacts) and send to programmer/analyst for debugging.

Characteristics

• Customer focused and responsive
  
• Strong analytical and problem solving skills
  
• An unwavering commitment to excellence
  
• Able to manage multiple projects, prioritize, and execute on day to day support requests from internal and client teams.
  
• Ability to foster teamwork and partner across functional to deliver seamless service to customers.
  
• Strong time management skills
  
• Flexible regarding daily work assignments
  
• Willingness to travel
  
• Care about clients success – flexible and innovative in meeting their needs
  
• Good strong work ethic
  
• Positive / Confident / Can do attitude
  
• Team Player
  
• Open to Feedback

Work experience requirements:

• Job-related experience required: 6+ years
  
• Court experience is a strong plus
  
• Consistent history of: meeting or exceeding standards , stable employment, and progressive responsibility
  
• Excellent client relations record
  
• Experience working with cross functional teams
  
• Knowledge and experience in software quality assurance testing and SLDC

Education Requirements:

• Education required: Bachelor’s degree or equivalent
  
• Project/Product Management Certificate or degree