Program Success Manager

For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.

Yorktel is currently seeking a Program Success Manager who is responsible for support services and personnel related to the named client account. The position will need to be engaged with all key customers, act as a liaison between customer and entire Yorktel service delivery team. The position will directly manage the CONUS onsite, staff members in all HR related items and indirectly manage the coordination and assignment of dispatch, backfill and OCONUS associates. Also responsible for measuring customer satisfaction, identifying areas of service improvement, delivering solutions, and implementing long term improvement plans across the customers’ on-site support team. Responsible for overall team coordination of coverage for providing excellent support.

This position reports directly to Global Executive Director. This position will manage tier 2 trouble tickets through resolution through the Client ServiceNow instance, provide training and ongoing managerial oversite of onsite technicians. Manage ongoing Yorktel Managed Services initiative as the POC for Managed Service/Help Desk teams. This position will also be expected to communicate internally with integration managers, project managers, account managers, maintenance implementation managers, engineering staff, and sales to keep all parties up to date on the resolution of customer issues.

The position requires an extremely high level of interpersonal and professional skills. This position should have the highest level of customer service skills and be able to diffuse and control escalated situations effectively to service the customer. This position should have foundational nowledge of Audio/Visual and Video Conference technologies, infrastructure and bridge operations to effectively serve end users. This position should be able to independently and effectively measure customer satisfaction as well as track and implement improvement plans while also leading the team in adopting and training high level customer service skills.

Leadership and Supervisory Responsibilities:

This position will directly manage a domestic team on onsite and remote techs and tech leads. This will entail a high level of interoperability with the Yorktel CSM, PMO, clients and peers, often providing direction and guidance. This position is expected to lead the team in measuring and achieving the highest level of customer satisfaction. Provide guidance, leadership and employee performance appraisals. Talent acquisition, recruiting, onboarding and training in compliance with the clients employment criteria.

Internal and External Relationship Responsibilities:

This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will make recommendations to internal parties and customers with regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular project planning and team work coordinating internal Yorktel resources and external client teams. This position must regularly communicate answers to complex questions and respond to detailed inquiries. This position may sometimes handle and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.

• Communicate with end users to assist with diagnosing and resolving issues that occur.
• Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy
• Manage, support, track and work Tier 2 Trouble Tickets in Client ServiceNow
• Track trouble tickets in Yorktel ServiceNow
• Provide reporting in accordance with the clients requirements and the Master Service Agreement
• Assist in the coordination of onsite preventative maintenance checks
• Provide basic training of equipment, services, processes and procedures to staff and client personnel
• Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets.
• Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner.
• Assist with customer testing, new implementations, new products, and Managed Services Certification of all customers.
• Evaluate and support monitoring systems and tools as the escalation POC
• Other duties as assigned

Technical Responsibilities:

The Level 2 VTC Technician will be expected to resolve level 1 & 2 technical issues, and will be expected to assist in the diagnosis and resolution of higher level issues. They must also have a solid understanding of the technology used and how to use it.

• Working knowledge of SIP videoconferencing standards
• Ability to troubleshooting of AV Conferencing systems
• Troubleshoot and test, Cisco, AppSpace, Condeco, Crestron, Zoom, MCRST Teams, etc
• Working experience with major videoconferencing equipment such as:
• Codec’s from Polycom and Cisco
• Control systems from Polycom, Cisco, Crestron
• Video Endpoints, Gateways, Gatekeepers

Skills and Additional Requirements:

• High levels of professionalism and integrity
• High levels of interpersonal skills
• High ability to work with peers
• Exceptional customer service skills
• Exceptional written, verbal and interpersonal skills.
• Strong business acumen and analytic competence.
• Excellent problem solving skills
• Maintain a professional attitude and appearance at all times
• May require occasional lifting (up to 25 lbs)
• Requires extensive sitting, standing and walking
• Domestic travel requiring multi-night stays within and at times outside the local work area
• Valid U.S. driver’s license
• Must be willing to complete background checks and drug tests required by current or future contracts

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.