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Assistant Client Success

3 months ago

Tampa, United States Ultimate Staffing Full time

ESSENTIAL DUTIES & RESPONSIBILITIES

Responsible to the Maintenance Manager. Role entails providing oversight in the execution of service tasks within their area of responsibility. The Assistant Manager is responsible for establishing and maintaining a professional and positive relationship with the customer characterized by frequent and open communications, scheduled meetings and demonstrating a high sense of urgency with respect to their needs. Additionally, this individual will:

· Manage service orders and prioritize tasks for the team for the execution of all services possible.

· Develop high level execution strategy (priority, coordination, communication).

· Assign work orders to applicable staff for execution.

· Review completed work orders in Dynamics, review attached reports, and update statuses to trigger accounting actions.

· Develop and send weekly performance reports.

· Ensure prompt and proactive communications with customers, instilling a sense of urgency.

· Provide oversight of day-to-day service activities, problems, and concerns.

· Manage escalations and assign priority to systems in alarm or off-line status.

· Lead customer meetings, develop and deliver required scheduling reports and completion status as well as status of requests for quotes, proposals and orders received and any addition, deletions to the installation base.

· Ensures team maintains the system accurately and with complete detailed information.

· Advise service sales team in development of sales quotations including time estimates and logistic and access considerations when warranted.

· Advise Manager and Director regarding staffing matters and other needs to best support customer base.

· Keep Manager and Director apprised of customer systems that are off-line or otherwise compromised and repair status daily.

· Monitor, measure and report service activity levels of performance.

· Report service metrics and key business indicators to service leadership on a weekly basis.

· Evaluate and report subordinate skills and professional performance. Make recommendations for employee career growth, training, and development.

· Some travel to meet with customers for program management reviews.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

· Bachelors Degree Preferred

· Must maintain the ability for function effectively in a team environment

· Ability to Work Effectively in an Office Environment

· Critical Thinking and Reasoning Ability

· Exceptional Communication Skills

· Extraordinary Attention to Detail

· Sense of Urgency

· Emotional Intelligence: An essential soft skill for success is well-developed Emotional Intelligence. Given the nature of the work we do, being able to identify and act on nuances, such as tone of voice, stress cues, and conversational pace, etc. is essential for proper response to our customer's needs.

· Computer Skills: Must have intermediate skills in MS Outlook, MS Word, MS Excel, MS PowerPoint, Adobe Acrobat, and requisite ERP systems.

· Certificates, Licenses, Registrations: While not a requirement, preference will be given to candidates who hold industry-related certification.

Desired Skills and Experience

ESSENTIAL DUTIES & RESPONSIBILITIES

Responsible to the Maintenance Manager. Role entails providing oversight in the execution of service tasks within their area of responsibility. The Assistant Manager is responsible for establishing and maintaining a professional and positive relationship with the customer characterized by frequent and open communications, scheduled meetings and demonstrating a high sense of urgency with respect to their needs. Additionally, this individual will:

· Manage service orders and prioritize tasks for the team for the execution of all services possible.

· Develop high level execution strategy (priority, coordination, communication).

· Assign work orders to applicable staff for execution.

· Review completed work orders in Dynamics, review attached reports, and update statuses to trigger accounting actions.

· Develop and send weekly performance reports.

· Ensure prompt and proactive communications with customers, instilling a sense of urgency.

· Provide oversight of day-to-day service activities, problems, and concerns.

· Manage escalations and assign priority to systems in alarm or off-line status.

· Lead customer meetings, develop and deliver required scheduling reports and completion status as well as status of requests for quotes, proposals and orders received and any addition, deletions to the installation base.

· Ensures team maintains the system accurately and with complete detailed information.

· Advise service sales team in development of sales quotations including time estimates and logistic and access considerations when warranted.

· Advise Manager and Director regarding staffing matters and other needs to best support customer base.

· Keep Manager and Director apprised of customer systems that are off-line or otherwise compromised and repair status daily.

· Monitor, measure and report service activity levels of performance.

· Report service metrics and key business indicators to service leadership on a weekly basis.

· Evaluate and report subordinate skills and professional performance. Make recommendations for employee career growth, training, and development.

· Some travel to meet with customers for program management reviews.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

· Bachelors Degree Preferred

· Must maintain the ability for function effectively in a team environment

· Ability to Work Effectively in an Office Environment

· Critical Thinking and Reasoning Ability

· Exceptional Communication Skills

· Extraordinary Attention to Detail

· Sense of Urgency

· Emotional Intelligence: An essential soft skill for success is well-developed Emotional Intelligence. Given the nature of the work we do, being able to identify and act on nuances, such as tone of voice, stress cues, and conversational pace, etc. is essential for proper response to our customer's needs.

· Computer Skills: Must have intermediate skills in MS Outlook, MS Word, MS Excel, MS PowerPoint, Adobe Acrobat, and requisite ERP systems.

· Certificates, Licenses, Registrations: While not a requirement, preference will be given to candidates who hold industry-related certification.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.