Senior Service Manager

4 weeks ago

Lynchburg, Virginia, United States CloudFit Software Full time

The CloudFit Team seeks a Senior Service Manager (SM) to ensure customers receive the value, performance, and reliability of CloudFit Managed Services and Applications. The SM will manage customer relationships, ensuring applications and services run smoothly. They will mature managed services, conduct Service Reviews, and partner with Program Engineering, Cybersecurity, and Service Engineering teams to champion customer needs and maintain trusted relationships.

Responsibilities:

  • Be a Servant Leader through effective listening, strong decision-making skills, trustworthiness, and integrity with a commitment to customers
  • Act as a trusted advisor in developing and maturing deeper customer relationships, setting proper operational expectations (e.g., change freeze dates)
  • Drive customer relationship management through weekly, monthly, and quarterly service reviews, focusing on engineering execution and customer outcomes
  • Own customer escalation management and processes, taking accountability for both technical and non-technical support escalations with effective communications
  • Manage operational support issues, acting as a CloudFit and customer ambassador
  • Ensure service continuity and development by communicating roadmap education and conducting topical deep dive sessions with appropriate resources
  • Proactively provide effective and consistent communication to customers and the field, ensuring all parties are apprised of service releases, changes, improvements, and other pertinent information
  • Serve as the point of contact for change management requests, providing overall coordination with key stakeholders
  • Collaborate across CloudFit Software Platform and other internal systems to improve platforms and processes, delivering insights and automation that result in improved reliability and maintainability for customer scenarios
  • Be accountable for the production health of a managed service or application, responding to escalations, and driving repairs to prevent future recurrence of issues
  • Lead renewal efforts in a predictable and structured way
  • Anticipate service needs using proper leadership techniques and proven problem-solving methods
  • Manage all external service providers and review yearly contracts as needed
  • Monitor top-tier customer problems to ensure a high level of response time and proper problem resolutions
What makes you the perfect fit for this role:
  • Bachelor's degree in Business Administration, Project Management, Computer Science, or related fields
  • 5+ years in a leadership position in Software Engineering, Project Management, or Service Management
Some nice haves but not required:
  • Awareness of, and ability to reason about, modern software and systems architectures, including containers, cloud infrastructure, load-balancing, queuing, caching, distributed systems failure modes, microservices, etc.
  • Experience working in a team, coordinating large projects, communicating well, and exercising initiative when presented with problems Proficient in the use of military-specific terminology, acronyms, and hierarchy ensuring clear and effective communication within military contexts.
  • Experienced in coordinating and partnering with various branches of the military, fostering strong working relationships and ensuring seamless integration of efforts.
  • Proven track record of managing technical crises and emergencies, utilizing quick decision-making and problem-solving skills to mitigate risks and ensure operational continuity.
  • Demonstrated ability to lead and manage complex operations, including planning, execution, and post-operation analysis, often in high-pressure environments.
  • Practical experience running a large customer base
  • Working knowledge of Data Aggregation, Analysis, and Presentation
  • Demonstrated ability to work solo as well as being a strong leader
  • Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters
  • Ability to set reportable metrics to measure and maintain performance and health of the company's service department
  • Excellent communication and speaking skills, both online in written interactions and face-to-face customer service interactions
The salary range for this role is $80,000 - $175,000 + benefits, & perks.

Please note the national salary range listed in the job posting reflects the new hire salary range across levels and U.S. locations that would be applicable to the position. Final salary will be commensurate with the candidate's final level and location. Also, the range represents salary only and does not include our total rewards package.

Current Federal Security Clearance or ability to obtain (US Citizenship required)

Don't meet every single requirement? Studies show that women and people of color often hesitate to apply for jobs unless they meet every qualification listed. At CloudFit, we're committed to creating a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification, we still encourage you to apply You might be the perfect fit for this position-or another one on our team.

CloudFit Benefits & Perks:
  • CloudFit benefits are designed with wellness in mind, to support what matters the most:
  • Physical Health: Medical, dental, vision insurance, & voluntary health options for you and your family
  • Mental Health: Talkspace, Calm, virtual therapy, counseling
  • Financial Wellness: 401(k), HSA, FSAs, Personal Financial Advisors
  • 3 Weeks of PTO, 15 Paid Company Holidays, 8 Giving Back Hours
  • Wellness Program: reimbursement, gym discounts, health fairs, & more
  • Recognition Program: Earn & give recognition, annual awards, celebrations
Career development for employees at every level is a priority at CloudFit.
  • Certification Reimbursement
  • User Friendly Career Development Tools & Resources
Check out CloudFit Candidate Portal for more information on roles, benefits, internships, and more

About CloudFit

CloudFit Software provides customers the ability to quickly iterate on the development of Cloud Solutions while optimizing security, networking, operations, and monitoring through an engineering mindset. At CloudFit, we instrument solutions that attempt to reduce the human element by applying automation and engineering to every aspect of a solution's lifecycle. CloudFit focuses on delivering managed scenarios that meet customer business needs. This allows us to provide core operational outcomes while integrating back with the customer's existing operations teams.

Please be aware many of our positions require the ability to obtain security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

CloudFit is committed to providing reasonable accommodations and support in our recruiting processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need accommodation, please contact the Talent Acquisition team at careers@cloudfitsoftware.com.

CloudFit is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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