Company Description• IPsoft is a global autonomic services provider, delivering Managed Services, Platform-as-a-Service, Automation-as-a-Service and Autonomic Cloud Orchestration. The company’s mission is to power the world with expert systems. • IPsoft leverages advanced autonomics that remediate, on average, more than 56 percent of IT Operations tasks including: event management, incident management, change management, request fulfillment and standard operating procedures. We globally support a wide range of enterprise customers, service providers and telecommunications companies. IPsoft’s autonomic technologies enable clients to realize lowered costs, reduced human errors and enhanced service levels. • Headquartered in New York City, IPsoft has operations in 10 countries across North America, Europe and Asia. IPsoft aims to be a true partner helping businesses achieve better outcomes.Job DescriptionIn a typical day you will:Develop and create an environment of exceptional customer service by utilizing industry best practices.Ensure absolute quality standards of technical & business service delivery.Create, maintain and provide metrics to monitor and measure client service levels.Advocate client service requirements by using an “outside in” perspective.Through expert understanding of service delivery, adds IPsoft’s services and solutions to a client’s account portfolio.Liaise between customers, IPsoft business executives, and technical subject matter experts to ensure consistent communications and quality service delivery.Participate in internal & customer-facing conference calls, demonstrations, and presentations in conjunction with partner resources.Responsibilities:Provide leadership to more complex accounts, including:Implementing Service Improvement PlansTracking of executive deliverables for high profile clientsService Optimization PlanningCoordinating cross-team engagements and deploymentsBe a critical thinker and apply systematic fixes where/when needed.Customize governance reporting around client environment.Speak to a wider client audience from security teams to business managers.Accompany account management or onsite/client visit presentations.Act as mentor to new L1 CRMs as assigned by Channel Lead.Qualifications3 years in IT Experience with all aspects of IT Service SupportExperience in Customer Facing Service Delivery and Project managementExpertise in ITIL Process Framework – ITIL CertificationReporting experienceExcellent written and verbal communication skillsExcellent customer service skillsRockstar Qualifications in addition to those requiredExperience in Managed Services a plusKnowledge of Six Sigma Methodologies Hands on infrastructure backgroundAdditional InformationBenefitsCompetitive Base SalaryMonthly Bonus PlanMedical Insurance, Dental Insurance and Vision CareLife InsuranceShort Term and Long Term Disability Insurance401(K) PlanFlexible Spending Accounts: Health Care, Dependent Care, TransportationPaid Time Off Bank