Deployment and Service Manager
About the Role
Provance is seeking a Deployment and Support Manager who will be responsible for our Services and Support Experiences. In this fast paced, hands-on, time sensitive role, customer success is the ultimate goal and your ability to be the customer advocate, manage escalated situations, and evolve measurable support and services processes and methodologies will ensure operational excellence and customer satisfaction.
In this role you will:
- Develop professional services and support teams with a profitable model, monthly targets, milestones, activities and goals that ensure we meet and exceed customer expectations
- Continually improve best practices, methodologies, services and support processes by establishing and monitoring clear objectives with a focus on operational excellence
- Ensure customer service excellence and response times by actively monitoring support emails/incidents and ensuring all tickets are resolved in a timely and comprehensive manner with a focus on regular client communications
- Optimize the customer support service desk processes, workloads, reporting to ensure customer issues are documented and resolved in a timely fashion
- Monitor the utilization, performance and profitability of the consulting services and support teams by tracking and analyzing statistics and trends in order to provide financial, project and customer satisfaction reporting to the Leadership Team
- Work cross functionally with Sales, Marketing and Product Management to develop offerings and represent the Services and Support group to both internal and external stakeholders through presentations, training activities and regular reporting
- Work with stakeholders to provide pre-sales and post-sales technical assistance to the sales team as needed
You have
- A Bachelor degree or equivalent experience
- 3+ years of experience in a Software Company in a Senior Consulting Role and/or a Service Desk Manager role
- Deployment Management/PMO and project management experience including processes, tools, financial models and methodologies are required
- Experience in tools like Microsoft Project, Excel, Service Desk software, Azure DevOps, Visual Studio and Teams
- Experience with Microsoft platforms such as Dynamics 365 and PowerApps desirable
About you
The ideal candidate has experience in a Software company and an interest in all aspects of services and support with a desire and ability to improve functions and optimize processes to increase customer success and satisfaction. Your ability to plan, organize and prioritize job tasks, pay consistent attention to details, work independently and within a team environment with a positive professional attitude is what we are looking for!