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PRIMARK Regional Client Success Manager in Boston, Massachusetts

Regional Client Success Manager

  • JOB ID: 75223BR

  • Boston, Massachusetts, United States

  • Employee - Permanent

    Key Responsibilities:

  • Manage service delivery to ensure the availability of a fully functional, reliable and secure IT environment

  • Take a lead role for the day to day operations management of the IT services delivered in the USA

  • Develop and manage internal relationships/customer satisfaction & experience - manage, measure and ensure that the Operations team and Technology Service Partner/s are achieving agreed levels of customer satisfaction

  • Provide expert management support to difficult, high profile customer issues and ensure root-case analysis is conducted and corrective action plans are followed through

  • Drive problem management to identify, remove root cause to prevent reoccurrence and drive continual service improvement

  • Agree, implement and report on a program of continuous service improvement

  • Support and provide IT operations towards improved performance and reduction in costs

  • Ensure efficient processes are in place and challenge the status quo to deliver improvements to service

  • Report, communicate and update relevant stakeholders on the on-going operation of services, incident management and improvement programs, guaranteeing clarity, visibility, timeliness and expectation management to the right people using the right methods

  • Provide expert management support to complex, high profile issues and ensure root-cause analysis is conducted and a corrective action plan is followed through

    Essential knowledge, education, skills and experience:

  • 5+ years of experience in Technology environment with at least 2 years of experience in a Technology Customer facing role

  • Exceptional ability to motivate and influence key contacts and decision makers required

  • Proven negotiation skills and ability to influence others at different levels

  • Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction

  • Proven team player in working with one's peers to ensure that delivery of service is timely, efficient and of high quality

  • Excellent verbal, written communication and presentation skills together with the ability to deliver customer presentation skills to board level

  • Proven commercial awareness and a track record of working with vendors / partners

  • Project Management capabilities with ability to plan, initiate, monitor and implement projects within a team

  • Service Management capabilities Service Level Management, Incident Management, Change Management and Problem Management, ITIL accreditation at minimum to Foundation level essential

    Why work with us?

    As well as giving you a competitive salary, there’s a lively culture here. With the freedom to bring your ideas to life, you’ll feel at home in our fast-growing and fast-paced company.

    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

    Applicants have rights under Federal Employment Laws : Family and Medical Leave Act (FMLA) (http://www.dol.gov/whd/regs/compliance/posters/fmla.htm) , Equal Employment Opportunity (EEO) (http://www.dol.gov/elaws/firststep/poster_direct.htm?p_eeo=1) , Employee Polygraph Protection Act (EPPA) (http://www.dol.gov/whd/regs/compliance/posters/eppa.htm)

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