Summary:

Cleo Support Technical Solution Manager will manage an assigned group of Managed services accounts. The Technical Solution Manager will be the client’s primary point of contact and owns the client’s service delivery and experience. The Technical Solution Manager manages general Service Delivery functions while ensuring service levels agreements and contract expectations are met, follow-up items are addressed, and successful delivery and coordination occurs across all stakeholders.

Duties & Responsibilities

• Service Delivery
  • Provides a single point of contact and accountability to the customers for all Managed Services related matters.
  • Proactively works with the customer to provide a seamless service.
  • Ensures all services are delivered according to the contract
  • Handles escalations for delivery and acts as a client advocate to ensure consistent service and ongoing satisfaction with standard processes.
• Project Management
  • Technical Solution Manager manages all the onboarding and change requests to ensure continuity and communications.
  • Managed the project from scope, cost and time management standpoint.
  • Assigns tasks for timesheet entry and timesheet approval.

 

• Client Meetings/Communications
  • Technical Solution Managers are responsible for communicating effectively to the client and facilitating structured meetings.
  • Organize client meetings at mutually agreed upon times and frequency to:
    • Discuss new and existing change requests and onboardings.
    • Discuss any issues with the delivery process and corrective actions.
    • Consult clients on potential and new projects
  • Ensure contract compliancy
  • They should also communicate effectively to internal teams:
    • Keep Sales/Customer Success Managers informed of important activities going on within the account such as new business opportunities, service issues, and any other impacting events.
    • Keep internal teams informed of upcoming activities that may impact resource plans, production processing, staffing, etc.
  • Reporting
    • Deliver standard and/or contractual SLA reports to customers
    • Manage the operational aspects of monthly/quarterly Business Reviews with clients:
    • Problem trends, strategic direction
    • Change Request performance
  • Escalation Management
    • Technical Solution Managers are responsible for ensuring the client’s solution is running as expected. They are the client advocate, and the initial escalation point for the customer if the normal process fails.
    • Act as an advocate for the client by getting the right level of attention brought to the client’s issue
    • Put together improvement plans to resolve recurring issues on the customer’s behalf
  • Client Satisfaction
    • Technical Solution Managers are responsible for ensuring the client’s overall satisfaction. This is a critical evaluation point for each DM.
    • Ensures client response to Cleo surveys.
    • Works with client to clarify any issues or manage expectations.
    • Works across Cleo cross-functional organizations to develop and manage action plans for any negative survey items.

Requirements

• Bachelor’s degree in computer science, Management Information Systems, or related field
• 5+ years of delivery management or project management experience, preferably with any of the EDI integration products. Overall 10+ years of experience.
• Good understanding of support systems and working of a support organization.
• Project Management Professional (PMP) certification preferred
• Must be well organized and detail oriented
• Demonstrated experience delivering cloud-based technology solutions
• Exceptional stakeholder management and executive presentation skills
• Skilled with interacting and coordinating across multiple business and technical teams
• Ability to manage a portfolio of multiple customers concurrently
• Ability to build strong, long term client relationships
• Strong communication and client facing skills
• Analytical and problem-solving skills