Strategic Accounts Delivery Manager

hace 7 días

Madrid Centro, Madrid, España Sin nombre A tiempo completo

Job Summary

We are seeking a highly experienced Strategic Accounts Delivery Manager to join our team at Sin nombre. As a key member of our support leadership team, you will be responsible for delivering exceptional service to our strategic customers and partners.

Key Responsibilities:

  1. Service Delivery: Achieve and exceed core ticket KPIs, including CSAT, MTTR, and SLA. Focus on backlog reduction in both Zendesk and JIRA.
  2. Customer Satisfaction: Ensure customer satisfaction through personal high engagement and customer advocacy across Nexthink.
  3. Team Management: Execute an effective and efficient staffing strategy, hiring plan, and onboarding of new team members.
  4. Process Development: Own the continued development of the Support' Service Delivery Catalog in line with your peers from other regions.
  5. Automation and Innovation: Identify ways to deliver our service through automated means, including reporting and product observability enhancements. Work with product and SRE to build features that support the effort.
  6. Service Offerings: Find new service offerings that add value to the customer and standardize in the Support' Service Delivery Catalog. Learn and stay on top of the industry offerings and best practices, particularly as it relates to our competition. Ensure our program is the best.
  7. Partnerships: Build and maintain deeper partnerships with Sales, Dev, SRE, and Technical Services Teams to benefit our customers.
  8. Operational Excellence: Engage with the support operations team to ensure the highest quality and most effective Training, Process, Reporting, and CRM ticket process.
  9. Reporting and Feedback: Implement an internal Quarterly Results Review and present it to Support's Leadership. Validate TPSs effectiveness through feedback gathered with CSM, Field, MSP team, and Customer.

Requirements:

  • Demonstrated experience managing an IT support team
  • Demonstrated experience in an international work environment
  • Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity
  • At least 10+ years of experience in the IT area with management experience
  • Fluent in English, Spanish is a plus

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