Customer Success Manager

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.

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.

• 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.