What are the responsibilities and job description for the Program Manager I position at Worldwide TechServices?
Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Tewksbury, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers. The Program Manager position is responsible for managing a positive relationship and active contracts between WWTS and client. Oversees the establishment of procedures and customer service polices to maintain high standards and ensure quality customer service. Grows and develops client relationships to ensure the growth of revenue. May manage staff
Responsibilities:
•Manages and understands client needs and expectations
•Ensure compliance of all aspects of contracts including but not restricted to: Service Level Agreements, SOWs, invoicing, special projects, and escalations
•Manages formal customer complaints for root cause and quick resolution
•Uses system applications to update/monitor customer activity
•Acts as a liaison to ensure that communication between client and field service organization are maintained effectively, so that quality service can be delivered to customers
•Prepares weekly customer survey reports for clients and field service
•Facilitates weekly and monthly customer satisfaction reviews with clients
•Monitors existing contracts
•Pursues additional revenue and new customers
•Supports overall client management financial objectives
Requirements:
Education and Experience:
•Typically requires a Bachelor’s degree with 4-7 years of experience or an equivalent amount of experience; or additional education with less experience
•Customer service management experience preferred Certifications and/or Qualifications
•Knowledge of relevant technical software Skills:
•Excellent written and oral communication skills
•Excellent organizational skills
•Excellent interpersonal skills
•Ability to oversee the planning, organization, development, and implementation of projects and services
•Ability to maintain professionalism when interacting with clients and addressing concerns
