Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement.
Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.
Exercise judgment in selection methods and techniques for obtaining solutions.
Ensures best practices are being adhered to within the customer's environment.
Delivers consistent service levels by exceeding customer expectations and managing customer escalations.
Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and is engaged on all upgrade and execution plans.
Maintains awareness of all complex service matters including technical solutions implementations and activities.
Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment.
Can explain technical problems and solutions to team/client members.
Ensures effective coordination and support between account teams and supporting technical resources.
Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer.
Proficiency in Agile project management.
Familiarity with software deployment methodologies and quality processes.
Dedication to delivering and supporting end-to-end solutions with exceptional quality.

Requirements

High School diploma, Associates, or Bachelor's degree in Business, Communications, Finance, IT, Management, or Technology required.
Must be able to obtain a background clearance as required by our government customers.
Legal authorization to work in the U.S. indefinitely is required.

Benefits

Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave
and more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Agile project managementsoftware deployment methodologiestechnical solutions implementationservice agreements executionfield resource deploymentescalation managementtechnical performance reportingcustomer request processingfield change ordersreconfigurations

Soft Skills

collaborationjudgmentcustomer servicecommunicationrelationship buildingproblem-solvingcoordinationdedication to qualityexpectation managementtechnical advising