- This Managed Services position is responsible for excellent customer service to both internal and external parties
- This role encompasses project delivery, integration, implementation, product education, and career growth and development
- This position is a leadership role that is responsible for customer satisfaction and the development of direct reports
- Managed Services seeks a motivated, detail-oriented professional who thrives in a fast-paced and ever-changing work environment
- This position oversees Managed Services offerings and other products and services that fall under this classification
- This position will report to the Manager of Managed Services while working closely with Product Development
- The Supervisor of Managed Services executes various work requests and tasks for career development, corrective action, customer engagement, product utilization, and special projects as assigned
- This position requires effective time management skills, a passion for excellent customer service, performance excellence, attention to detail, and a high level of integrity and work ethic
Required Skills
- Proficiency in Microsoft Office applications, with advanced knowledge of Excel
- Ability to work with little direction or guidance.
- Create outlines of new projects and process documentation
- Determined, detail oriented, and proactive individual.
- Strong accountability and integrity due to sensitive nature of information
- Strong customer support and management skills
- Clear and effective verbal and written communication
- Salesforce knowledge or a relatable CRM tool
- Webinar and other live training experience
- Ability to identify and solve internal and customer problems and increase customer efficiency and product value.
- Prior account management or relatable experience
- Proven ability to identify and solve problems and increase efficiency and product value.
- Ability to locate areas of cost saving enhancements or product improvements for a given product or service.
- Ability to participate and provide constructive feedback in developmental meetings with customers and GHX executives.
- Experienced in handling a team of specialists, monitoring their delivery and mentor employees to grow in the organization.
- Ability to analyze data reports and generate insights, provide action plans to save effort and time via scalable/short term automations.
Roles & Responsibilities
- Collaborate with customers to increase understanding and utilization of the Managed Services offering
- Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues.
- Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels. Escalate when appropriate.
- Proactively create projects and process efficiencies to constantly improve scalability, quality, and customer satisfaction.
- Provide clear and actionable instructions to delivery managers and managed service analysts for daily tasks and project work.
- Oversee and manage implementation of managed services solutions for new customers.
- Demonstrate effective time management of projects and meetings while adhering to deadlines.
- Mentor team members, refine processes, and develop resource materials.
- Mentor direct reports for career development and leadership skills.
- Improve self and team work ethic through continuous coaching and education.
- High level oversight of customer activity and account health to increase adoption of GHX s recommended practices.
- Critically think to resolve technical problems and work cross-functionally when needed.
- Coordinate launch schedules of assigned product offering base and raise staffing needs to management.
- Assist with identification and development of new system enhancements to benefit department offerings.
- Independently identify and execute performance action plans to increase engagement of the customer.
- Create, learn, revise, and communicate established process to all team members including internal management.
- Maintain a high performing team and analyze process for areas of improvement and quality assurance.
Education and Experience:
- B. Tech/B.E. required.
- 2 - 3 Years of Experience in people management
