Customer Service Manager - San Diego

Company Name:

TrueBridge Resources

 
To act as the primary interface to the assigned customer(s) dealing with all customer service matters and escalations, ensuring that the client always meets the agreed service commitments.
To perform activities relating to reporting, service delivery, service level compliance, service performance, problem management, change management and billing,
To ensure that issues adversely affecting the delivery of any service or affecting customer satisfaction are dealt with speedily and effectively.
To provide the right product expertise and to proactively managing the service performance in a complex technical context.
To make recommendations, analyze trends, anticipate customer technical evolution and handle complex technical issues and changes.
 
Base + Bonus + Benefits
Key Responsibilities:
 

To ensure that all contracted/agreed service levels are met for each element of the services delivered.
To ensure that that all services for the assigned contract(s) are delivered, as applicable.
To escalate as required and act as the primary operational point of contact for Customers, Users, Service Providers and line management in case of escalations.
To ensure that all senior (and otherwise influential) representatives of the customer and their staff are as satisfied as possible with the services received from the client.
To manage any Service Level Agreements (SLA's) pertaining to customer
presenting a single management interface towards the customer by ensuring the coordination of activities across the client's Business Units and the client's service providers
To ensure that all customer requests for service are dealt with promptly and professionally and services are delivered to the agreed schedule or SLA.
To (help) manage the customer's expectations, have overall responsibility for the customer's level of satisfaction with the products and services provided by the client and be responsible for the results of the customer surveys.
To provide service reports to customers and line management, holding regular reviews with the customer(s) to assess the quality of services delivered.
To proactively seek improvements and innovations in the services delivered by the client to the assigned customer(s) and/or contract(s).
To seek feedback from the customer and their users and develop, agree and implement any Continual Service Improvement Plans (CSIPs) required.
To hold regular service reviews, where required, with service providers to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans required are defined and implemented.
To develop a close working relationship with the client's account manager(s) and to assist the account team(s) to improve sales results by actively identifying opportunities to provide additional services and service-related revenues.
To manage the P & L for the assigned contract(s), achieving or exceeding the approved revenues and BC margins.
To ensure that all recurring and ad-hoc services delivered are billed.
To provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs.
To evaluate solutions, resources and costs of dedicated or bundled service management proposals
To manage other customer service staff assigned to support the customer(s)