Customer Success Manager

Job Locations US-VA-Sterling
Job ID 2021-2094
# of Openings
1
Category
Customer Support

Overview

REI is looking for an experienced Help Desk Manager who can play a lead role in the help desk operations. We need someone who is technologically savvy with strong leadership and communication skills that can deliver high-quality customer service. Your contributions will make an impact on the critical missions of our government clients, solving challenges that aim to improve millions of lives across the globe.

Responsibilities

As a Customer Success Manager, you will:

    • Ensure delivery of excellent customer support by managing efficient and accurate handling of system and general program inquiries, to include escalation and coordination with Tier 2 and 3 as required to resolve issues.
    • Work as escalation point for any issues raised by the customer in production.

    • Build and maintain business relationship with key stakeholders.
    • Collaborate with program operations and development teams to identify opportunities for process efficiencies and continuous improvement. Mentor or give direction  junior team members and provide training on best practices.
    • Esuring help desk performance goals are met.
    • Implement policies and procedures regarding how problems are identified, received, documented, distributed and corrected.
    • Assist with development of knowledge base, including frequently asked questions.
    • Must be a self-starter/self-directed member of the team.
    • Manager will manage a team of support specialists.

    • Must manage customer expectations.

    • Must manage all reporting to the customers.

    • Must manage tickets backlogs.

    • Work with customer to understand unmet needs & provide solutions.

Other similar professional duties maybe assigned as needed.

Qualifications

  • Candidate must have at least 5-7 years of leading application support experience.
  • Excellent verbal and written communication skills.
  • People Management Skills.
  • Team Manageent Skills.
  • Ability to analyze issues and drect team to resolve problems with a quick turnaround time.
  • Experience using case management systems.
  • Able to gain expertise on new systems quickly.
  • Able to create material and provide training to end user.
  • Bachelor's degree in computer science, information systems, communications, engineering, or related field is required.

Employer will accept a suitable combination of education, training or experience.

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