CRM/Service Delivery manager

• IPsoft is a global autonomic services provider, delivering Managed Services, Platform-as-a-Service, Automation-as-a-Service and Autonomic Cloud Orchestration. The company’s mission is to power the world with expert systems. • IPsoft leverages advanced autonomics that remediate, on average, more than 56 percent of IT Operations tasks including: event management, incident management, change management, request fulfillment and standard operating procedures. We globally support a wide range of enterprise customers, service providers and telecommunications companies. IPsoft’s autonomic technologies enable clients to realize lowered costs, reduced human errors and enhanced service levels. • Headquartered in New York City, IPsoft has operations in 10 countries across North America, Europe and Asia. IPsoft aims to be a true partner helping businesses achieve better outcomes. In a typical day you will: - Develop and create an environment of exceptional customer service by utilizing industry best practices. - Ensure absolute quality standards of technical & business service  - delivery. - Create, maintain and provide metrics to monitor and measure client service levels. - Advocate client service requirements by using an “outside in” perspective. - Through expert understanding of service delivery, adds IPsoft’s services and solutions to a client’s account portfolio. - Liaise between customers, IPsoft business executives, and technical subject matter experts to ensure consistent communications and quality service delivery. - Participate in internal & customer-facing conference calls, demonstrations, and presentations in conjunction with partner resources.Responsibilities: - Provide leadership to more complex accounts, including: - Implementing Service Improvement Plans - Tracking of executive deliverables for high profile clients - Service Optimization Planning - Coordinating cross-team engagements and deployments - Be a critical thinker and apply systematic fixes where/when needed. - Customize governance reporting around client environment. - Speak to a wider client audience from security teams to business managers. - Accompany account management or onsite/client visit presentations. - Act as mentor to new L1 CRMs as assigned by Channel Lead. - 3+ years in IT Experience with all aspects of IT Service Support - Experience in Customer Facing Service Delivery and Project management - Expertise in ITIL Process Framework – ITIL Certification - Reporting experience - Excellent written and verbal communication skills - Excellent customer service skillsRockstar Qualifications in addition to those required - Experience in Managed Services a plus - Knowledge of Six Sigma Methodologies  - Hands on infrastructure background Benefits - Competitive Base Salary - Monthly Bonus Plan - Medical Insurance, Dental Insurance and Vision Care - Life Insurance - Short Term and Long Term Disability Insurance - 401(K) Plan - Flexible Spending Accounts: Health Care, Dependent Care, Transportation - Paid Time Off Bank