Customer Services Delivery Manager

SpiderCloud Wireless   •  

Milpitas, CA

Industry: Telecommunications.

  •  

Less than 5 years

Posted 241 days ago

This job is no longer available.


The Customer Services Delivery Manager is responsible for coordination of activities associated with SpiderCloud Wireless customer care services.  This includes research of general- and product-specific customer requirements; defining detailed scopes of work or other descriptions of services; assisting legal and marketing staff in the development of services offers and collateral; preparing and submitting services proposals and other documents, and actively managing the efforts of SpiderCloud Wireless and third-party resources in the fulfillment of design, deployment, and other services programs. 
 
ESSENTIAL DUTIES AND RESPONSIBILITIES:

Business, Technical Knowledge & Judgment

  • Direct management of implementation and other projects, working with SpiderCloud, value-added resellers (VARs), system integrators (SIs), and other third-party resources (e.g. trainers, project managers) to:
  • Define project requirements and deliverables
  • Create a Scope of Work (SOW) document for each project
  • Document project plans, including resource requirements, timelines, budgets, pricing, risk assessment, and deliverables
  • Prepare and present a project proposal for customer acceptance
  • Assign personnel or subcontractors to projects
  • Continuous oversight of all active projects including:
  • Kickoff meetings and regular checkpoint reviews with team members and customers
  • Ongoing real-time management of all active projects
  • Regular status reports to team members and management
  • Management of at-risk projects to bring them back into compliance
  • Changes to SOW or other project elements as required, including communication of changes to team members, management, and customers
  • Post-completion reports including final costs vs. budget, schedule adherence, and lessons learned
  • Identifies and implements process changes to continuously improve project execution efficiency
  • Responsible for the overall VAR certification program
  • Creates and maintains VAR and SI scorecards
  • Manages the VAR training program content development and delivery

Customer Satisfaction through Excellence

  • Designs and executes assigned projects on a timely and complete basis to ensure internal and external customer satisfaction.
  • Continuously improves project practices based on lessons learned in the project design and implementation phases.  
  • An effective team member who can collaborate with others in open and productive dialogues.

Communication

  • Instructs and advises internal and external customers by telephone, email, project management software or other appropriate means on SpiderCloud services projects.
  • Clearly documents project proposals and detailed plans to enable a seamless deployment effort.
  • Escalates unresolved product or application issues to Customer Support, Product Management, and Engineering to ensure prompt resolution.
  • Conveys new or unusual customer requirements to the Product Management team.
  • Maintains real-time projects’ status information and provides weekly activities reports to the Director of Customer Support.

Initiative

  • Recommends changes or policies to increase department effectiveness and customer satisfaction.
  • Recognizes and acts on new opportunities.
  • Must be prepared for some travel (20%), including international travel.
  • Long or irregular hours are normal.

QUALIFICATIONS:

  • Experience with managing wireless projects involving wireless VARs and SIs.
  • Must be self-motivated, organized and analytical; with a proven track record in managing network implementation projects.
  • Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base and technology span
  • Capable of rapid technology intake.
  • Must be able to communicate professionally in verbal and written conversations, and in the production of project documents.
  • Very familiar with Microsoft Office applications, including Word, Excel, Outlook, Project, PowerPoint, and Visio. 
  • Experience with project management tools, including but not limited to Siterra.
  • Knowledge of UMTS and LTE wireless networks.  Others, including CDMA or EVDO, are helpful.
  • Understanding of data equipment such as routers, switches, and wireless LAN; wireless Core; and practical cabling standards.

EDUCATION and/or EXPERIENCE:

  • BS or higher degree with a focus on telecommunications.
  • Three or more years related project managementexperience. Ideally this is related to the implementation of E-RAN in-building or other wireless networks.
  • Project management certification (e.g. PMP) is highly desirable.