Supervisor - Professional Services
To see similar active jobs please follow this link: Remote Management jobs
Job Summary
The Professional Services Department supporting the Vonage Cloud platform is responsible for various levels of engagement with new accounts to ensure an efficient, high quality onboarding experience. The onboarding experience provided is a scheduled, remote support experience that educates new customers with regards to the new service and features they have acquired in their buying process. The Supervisor, Service Delivery will be responsible for management of Project Managers directly managing interactions with new customers supporting the turn-up of their account as well as key processes behind the scenes
A successful candidate will demonstrate proven leadership experience, a customer first attitude, a history of exceeding expectations and a positive, ‘can-do’ attitude. The Supervisor, Professional Services will report directly to the Director, Implementation Management. Candidates for this position may be required to work a schedule that could include nights and/or weekends.
Essential Job Functions
Influence the highest quality onboarding experience for valued Vonage customers
Creation of processes that drive improvements to installation services graduation rates
Generate reports and analyze results and trends at the department, customer segment and employee levels
Drive continuous improvement into the installation experience for Vonage customers
Communicate, implement and support process change initiatives as directed by management
Encouraging and responsive leadership style while overseeing direct reports
Conduct recurring 1x1 meetings with assigned staff
Lead weekly team meetings to disseminate company and department activity
Conduct timely annual performance reviews
Complete time and attendance tasks in a timely manner in accordance with HR guidelines
Collaborate cross-functionally with internal and external stakeholders to ensure a collaborative approach to customer management
Resolve staff inquiries and complex customer issues
Other duties as assigned
Key Result Areas
Achievement of established team metrics including but not limited to
Average workload/task management
Completion and graduation of installed customers and installed revenue
Quality Assurance reviews of completed installations
Customer satisfaction measures
Employee attendance management
What's in it for you
In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
Supervisor - Professional Services
To see similar active jobs please follow this link: Remote Management jobs
Job Summary
The Professional Services Department supporting the Vonage Cloud platform is responsible for various levels of engagement with new accounts to ensure an efficient, high quality onboarding experience. The onboarding experience provided is a scheduled, remote support experience that educates new customers with regards to the new service and features they have acquired in their buying process. The Supervisor, Service Delivery will be responsible for management of Project Managers directly managing interactions with new customers supporting the turn-up of their account as well as key processes behind the scenes
A successful candidate will demonstrate proven leadership experience, a customer first attitude, a history of exceeding expectations and a positive, ‘can-do’ attitude. The Supervisor, Professional Services will report directly to the Director, Implementation Management. Candidates for this position may be required to work a schedule that could include nights and/or weekends.
Essential Job Functions
Influence the highest quality onboarding experience for valued Vonage customers
Creation of processes that drive improvements to installation services graduation rates
Generate reports and analyze results and trends at the department, customer segment and employee levels
Drive continuous improvement into the installation experience for Vonage customers
Communicate, implement and support process change initiatives as directed by management
Encouraging and responsive leadership style while overseeing direct reports
Conduct recurring 1x1 meetings with assigned staff
Lead weekly team meetings to disseminate company and department activity
Conduct timely annual performance reviews
Complete time and attendance tasks in a timely manner in accordance with HR guidelines
Collaborate cross-functionally with internal and external stakeholders to ensure a collaborative approach to customer management
Resolve staff inquiries and complex customer issues
Other duties as assigned
Key Result Areas
Achievement of established team metrics including but not limited to
Average workload/task management
Completion and graduation of installed customers and installed revenue
Quality Assurance reviews of completed installations
Customer satisfaction measures
Employee attendance management
What's in it for you
In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.