Service Delivery Manager

Summary

Join Dataprise's Service Delivery team as a Mobility Service Delivery Manager, serving as the primary point of contact for clients. You will provide top-tier service, promote additional services, and collaborate with various departments. Responsibilities include managing client accounts, resolving issues, onboarding new clients, and cross-selling services. The ideal candidate possesses 1-2 years of experience in a similar role, strong communication and problem-solving skills, and proficiency in Microsoft Office Suite and Salesforce. Dataprise offers a comprehensive benefits package, including competitive pay, health insurance, paid time off, remote work options, and professional development opportunities.

Requirements

• Experienced working in a similar position for at least 1-2 years
• Dedicated, focused, mission-ready, committed
• Loyal, honest, trustworthy, dependable
• Team-oriented in working toward a common goal
• Growth-oriented, with a will to succeed
• A strong communicator and problem solver with the ability to think outside of the box
• Someone with a positive and a strong willingness to learn
• An excellent negotiator with solid interpersonal skills
• Organized and able to manage your time well
• Adept with Microsoft Excel and the rest of the Microsoft Office Suite (Word, Outlook, etc)
• Knowledgeable and experienced in the telecommunication and the wireless/mobility industry
• Experienced working in a ticket system/CRM such as Salesforce and Zendesk
• Detailed oriented
• Accountable and dependable

Responsibilities

• Regularly speak with clients to discuss their needs and requirements while building a relationship with them and gaining their trust
• Informing/suggesting changes on client accounts to increase savings
• Staying abreast of new wireless technology and solutions for clients
• Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Managing and assisting new clients through the onboarding process
• Cross-selling additional value-added service to the existing client base (Recycle, MDM, IOT, Kitting and Provisioning services)
• Completing all daily requests in a timely manner
• Responding to billing inquiries and special reporting requests
• Tackle obstacles and find solutions that would best suit the client’s needs
• Manage day-to-day affairs and stepping up when needed
• Increase customer retention by ensuring customer satisfaction
• Make sure all records are up to date (contacts in various databases, client-specific notes used in Client Support
• Obtain credits as needed
• Provide customer service support on an as-needed basis which may include, but is not limited to, phone support and completing customer service requests
• Utilize software, databases, scripts, and tools appropriately
• Take ownership and respond to cases in Salesforce, submitted via email, or voicemail
• Completing other duties as assigned related to your specific clients

Benefits

• Career growth opportunities through internal movement and through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees
• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities
• A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program
• A focus on work/life balance including hybrid and remote work options, 10 paid holidays and generous PTO
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match