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Manager of MSP Operations (Federal)

  • Location: Washington
  • Salary: US$140000 - US$150000 per annum
  • Job Type:Permanent

Posted 27 days ago

  • Contact: Sebastian Boudreau
  • Contact Email: sebastian.boudreau@cloud-international.com
  • Start Date: ASAP
  • Expiry Date: 20 October 2021
  • Job Ref: BBBH18044_1632167239
Our client is one of the fastest growing IGA Vendors in the space and they are looking to bring on a talented MSP/Support Manager to help grow their Federal MSP practice.

Ideal candidates have led teams in support of Federal projects, especially with a Professional Services background.

Apply if you're looking to join a fast-growing technology focused company!

Responsibilities

Effectively partner across our global organization to support company priorities and delight customers who need support
Develop and maintain strong relationships with cross-functional teams such as Engineering Support, QA, Product, CSM and to help influence and drive outcomes with key technical and business leaders within the organization, to accelerate customer issue resolution, and represent the voice of our customers
Raise top issues and customer pain points to the appropriate teams to improve self-help opportunities and to drive volume reduction.
Model for and coach team to share automation, self-help, and diagnostic assets with customers and reinforce the benefit of Proactive troubleshooting.
Drive adoption of CXF through data-based indicators
Utilize outcome-based metrics such as operational measures (e.g., CSAT, Response SLA, Reduce deviation of SLAs, Throughput) to better understand the customer experience and operational health; develop and execute action plans to improve the experiences not meeting customer expectations or areas that do not adhere to operational standards.
Consistently enable the team to conduct case reviews to maintain case wellness, proactively engaging customers as needed.
Coach team members to leverage knowledge assets, tools, and other resources to resolve customer issues quickly.
Foster a culture of collaboration within your team; look for opportunities to quickly help those needing collaboration assistance.
Engage in customer escalations; resolve the concern and look for ways to avoid similar escalations in the future.
Attract strong talent to the team and ensure a focus on learning to build deep expertise and appropriate breadth in all roles in the organization
Build and foster a culture of empathy for Customer needs and a tenacious drive for providing impactful solutions that meet the need and deliver value that improves our relationships with customers & partners
Deeply analyze support trends and take action on continuous improvement initiatives through a strong partnership with Support Engineering, Product Management, CSMs, etc.
Empower self and colleagues to embrace a Growth Mindset, do what's right for customers, practice boundary-less collaboration, act with courage to do the right things for customers, build trust and work together to achieve shared business goals.
Regular collaboration and re-use of best practices from other organizations both inside and outside of Customer & Platform Support for role alignment and continuous learning/infusion of best practices from cross-functional Business Units.
Model and coach for growth mindset, reward those who demonstrate customer centricity, agility, and innovation to achieve customer delight.


Requirements

Bachelor's/equivalent in Engineering
5+ years People Management Experience
3+ years of Escalation Management Experience
5+ years of experience in Technical Support
Strong Knowledge of Support metrics is desired
Thinks outside the box to solve problems
Excellent Operations and Support Lifecycle knowledge
Strong presentation, reporting, and communication skills, both verbal and written
Must be able to thrive in a fast-paced, high energy environment
Ability to work independently, adapt quickly, and maintain a positive attitude


Preferred Experience:

Enterprise Security
Working knowledge of Support & Engineering collaboration


Cloud Identity is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation