Senior Customer Success Manager

hace 5 días

Bogotá, Bogotá D.E., Colombia Buscojobs Colombia A tiempo completo

Buscojobs Colombia is a rapidly expanding technical organization seeking a highly skilled Senior Customer Success Manager to join our team. We offer a competitive salary of $60,000 per year, commensurate with experience.

We are committed to empowering educators and institutions with meaningful innovation that's simple and intelligent, inspiring student success and institutional growth. Our mission is to provide exceptional services to hundreds of customers around the globe.

Job Description

The Service Delivery Manager will be a dedicated relationship manager with several elite customers, providing a superior level of customer support, project management, communication, and documentation to the set of customers. This is a unique and exciting opportunity for a Project Manager with technical and customer support experience to contribute to our organization's success.

  • Acting as the central point-of-contact within Buscojobs Colombia Customer Services for a small set of customers and maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving customers' hosted environment.
  • Troubleshooting product and managed hosting environment issues to determine the problem root-cause(s); issuing workarounds and solutions.
  • Managing cases via daily queue and workload management and handling escalations.
  • Liaising with internal teams who deploy, configure, and maintain customer environments within Managed Hosting.
  • Conducting systems audit and analysis on the performance of the customer's Managed Hosting environment.
  • Providing second-level support and escalating software defects to Product Development.
  • Focusing on delivering a positive customer experience by actively supporting the customer and keeping them up to date throughout the lifecycle of the case.
  • Undertaking technical and departmental projects as assigned.
  • Maintaining and driving strong process and policy adherence.
  • Coordinating and facilitating regularly scheduled project and status update meetings with customers.
  • Developing detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans.
  • Documenting and providing monthly reports to customers on infrastructure design, hardware inventory, monitoring and management infrastructure, change management logs, and other relevant materials.
  • Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; issuing resolution reports.
Requirements

To be successful in this role, you will need:

  • Fluency in written and spoken English at CEF B2 level or above.
  • Strong knowledge of Linux.
  • 2-5 years of product/project management responsibility envisioning and defining new products and features.
  • Quality-conscious with attention to detail in documenting, handling, and tracking technical issues.
  • Trained in product and/or project management best practices and procedures.
  • Understanding of Internet application technologies including HTML, XML, SQL, Java, Internet protocols, networking, firewalls, Apache web server configurations, and security.
  • Excellent interpersonal communication skills.
  • Strong, self-motivated team player who excels in customer service.
  • Professional demeanor with ability to establish and maintain effective business and customer relationships.
  • Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment.

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