Lead Client Services Specialist
- Rancho Cordova, CA - United States
- Customer Service/Client Care - Full-Time
- Job # 361236
Technical Program Manager (TPM) Customer facing post-sales support manager of the Government and Education team for the State of California. TPM acts as a customer advocate responsible for ensuring, maintaining and enhancing the performance of global customer networks in order to deliver customer satisfaction and generate potential additional revenue. Responsibilities include providing technical support on complex customer service issue in a 24x7 capacity, including escalation management, root cause analysis, account governance. Pre-sales design consulting, post-sales network optimization and design reviews and act as local subject matter expert for assigned customers. The TPM will partner with the customers’ Account Teams, in particular the Service Program Managers (SPM) to develop and manage network and service plans.
The TPM’s main responsibilities are:
• Network Optimization and Business Continuity
• Life Cycle Performance Management including Service Level assurance
• Problem and Change Management (including Risk Management and Service Improvement Plans)
• Customer Relationship Management
The TPM is assigned on average to one to three complex and integrated services customers on a permanent basis. The role requires a flexible approach to the business day.
In-depth technical / network / telecommunications knowledge
Bachelor degree preferred
Extensive experience in technical program or service management, a technical customer facing role, or management of international projects / networks or similar role
Experience in customer relationship management. Customer facing and/or consultancy skills.
Ability to interface and work with customers at C-level.
Excellent understanding of troubleshooting techniques and problem solving skills.
Experience in management of international / global projects / networks or similar role
Intermediate level understanding and experience with routing and switching technologies.
Intermediate level understanding and experience with DNS, DLSW, VRF, MPLS
Intermediate level understanding and experience with VoIP, SIP
Experience with high availability environment with 99.95% SLA
**Preferred Knowledge, Skills & Experience
CCNA or equivalent
Preferred - ITIL Advanced Certification, Project Management Prince 2 certification
Proficiency with MS Office applications
Equal Employment Opportunity