Support and Services Manager
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Oversee the delivery of expert services:consulting, implementation,andtechnical support.
Act as the bridge between a company’s internal teams and its customers, ensuring projects are completed on time, within budget, and to the client's satisfaction.
Core Responsibilities
- Service Delivery & Project Management:
- Monitor key performance indicators (KPIs) like response times, resolution rates, and project milestones.
- Oversee the lifecycle of client engagements, from initial requirements gathering to final execution.
- Establish and enforce service standards, methodologies, and best practices to ensure consistent quality.
- Client Relationship Management:
- Build andmaintainlong-term partnerships withkeycustomers.
- Act as a senior point of contact for escalations and complex problem-solving.
- Solicit and analyze customer feedback to drive continuous service improvement(Tekla and Field).
- Manage the Professional Servicesbudgeting, forecasting, and revenue tracking.
- Optimize resource allocation to ensure billable employees are utilized efficiently without burnout.
- Manage vendor relationships to maximizeengagement and leverage resources when required.
- Recruit, train, and mentor staff
- Conduct performance reviews and set growth targets for team members.
- Foster a customer-centric culture that emphasizes empathy and professional excellence.
- Coach to BPSwaggersales training
- Continuous learning on how to engage customers
- Strategic Thinking: Ability to develop long-term service offerings and go-to-market plans.
- Communication: Expert level in presenting to executives and leading high-stakes negotiations.
- Technical Aptitude: Deep understanding of the industry’s specific products or services
- Organization: Highly proficient in managing multiple, concurrent high-priority projects.
- PersonnelManagement : Ability to listen and collaborate with team member
- Education : Regularly attend conferences, webinars, event,associations
Qualifications
- Survey, 3D scanning, detailing, engineering, trades background
- Organized
- Ability to see projects from start to finish. Scope project, build workflow, test anddevelopgo to market strategy
- Be able to travel
- Comfortable on a jobsite
- Understanding of industry workflows and processes
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