IT Manager - Service Delivery, Operations & End User Support

Here are our day-to-day job responsibilities:

Client Relationship Management:

Develop and maintain strong relationships with clients, acting as the primary point of contact for all technical matters.

Understand the client's business goals, challenges, and technical needs to align company solutions effectively.

Technical Expertise:

Acquire a deep understanding of the company's products, services, and technical capabilities.

Stay updated on industry trends, best practices, and emerging technologies to provide valuable insights to clients.

Needs Assessment:

Collaborate with clients to gather their technical requirements and translate them into actionable plans.

Identify potential gaps or areas for improvement in the client's current setup and propose appropriate solutions.

Solution Delivery:

Work closely with internal technical teams to design, implement, and customize solutions that meet the client's needs.

Ensure the successful deployment and integration of products or services, providing technical guidance throughout the process.

Need to manage projects for up to 10 seats. Create and manage those project timelines, deliverables, and milestones to ensure timely and successful solution implementation. Monitor project progress, identify potential risks, and proactively address any issues that may arise.

Issue Resolution:

Serve as a technical escalation point for any issues or challenges that clients encounter.

Coordinate with technical teams to troubleshoot and resolve technical problems, minimizing downtime and disruptions.

Training and Support:

Provide training sessions to clients on how to use and maximize the benefits of the company's products and services.

Offer ongoing technical support, guidance, and recommendations to help clients optimize their use of the products.

Performance Tracking and Reporting:

Define key performance indicators (KPIs) and metrics to measure the success and effectiveness of the solutions provided.

Regularly report to clients on their solution's performance, highlighting achievements and suggesting areas for improvement.

Customer Advocacy:

Act as a voice of the customer within the company, providing valuable feedback to drive product improvements and enhancements.

Advocate for the client's needs and interests to ensure their satisfaction and loyalty.

Renewal and Upsell Opportunities:

Renewal and Upsell Opportunities:

Identify opportunities for upselling additional products, features, or services that align with the client's evolving needs.

Support contract renewals by demonstrating the value and ROI of the company's solutions.

Continuous Improvement:

Continuously assess and refine the process to enhance client satisfaction and streamline operations. Need to review MSA and SOW as well to find scope of improvement. Seek feedback from clients and internal teams to improve service quality and effectiveness.

In Crux, a Manager plays a pivotal role in ensuring that clients receive the utmost value from a service provider company's technical offerings. They act as a trusted advisor, guiding clients through technical challenges, fostering strong relationships, and contributing to the overall success of both the clients and the company.