Job description
GDT employs the most talented, tenured and certified professionals in the industry. We have always maintained a customer- first business model, which has helped transform our organization into one of the industry’s innovator, solution providers, and shared service experts. Be the solution. Keep clients happy. Provide intellectual value. Consistency. Be sticky. Help your fellow GDT-ers. Teach. Mentor. Lend a hand. Grow. Be professional, be engaged. ALWAYS.
Job Summary and Purpose:
As a GDT Customer Experience Manager, you will manage the relationships with our top-tier-customers, supporting a wide range of operational activities and management of services delivered by GDT.
As a Customer Experience Manager, you will be the primary point of contact for a portfolio of top customers, managing all aspects of work delivered in their hosted environments. In this role, you will oversee the customer accounts, resolve issues, facilitate and prepare for client meetings, , track projects, analyze trending reports, proactively work with the NOC and GDT engineering team to proactively resolve chronic issues, and work closely with Sales to identify, propose, and sell new growth opportunities. Above all, you will be responsible for ensuring that our customers are highly satisfied and have an exceptional experience with GDT.
Key Responsibilities include, but are not limited to:
- Develop and foster primary relationship with customers, gain a deep understanding of customers business needs, technical infrastructure and current products and services delivered by GDT.
- Manage a portfolio of customers throughout various stages of the customer lifecycle from New Business through Renewal.
- Understand and translate customer business requirements and goals to applicable groups.
- Consult customers around best practices in cloud technology and hosting environment by keeping the customer informed of key GDT information that is critical to their business (i.e. product roadmaps, customer events, or organizational changes).
- Assist in resolving customer issues by facilitating the coordination of efforts among GDT’s support organizations including but not limited to the support operations, product development, product marketing, sales, and executive leadership.
Requirements
- Bachelor’s degree in business, information technology, computer science, or related field.
- At least 5 years working in IT industry
- Data Center Hosting experience is a plus.
- PMP, ITIL, or IT related certificates
Experience
- At least 5 years working in IT industry
Knowledge, Skills & Abilities
Customer Facing Skills:
- Passion for working with customers, building relationships, and achieving measurable goals.
- Self-starter with a proven track record of driving customer success and satisfaction.
- Skilled at managing customer relationships, problem-solving, driving alignment, and navigating complex and challenging situation to ensure positive outcomes in a professional manner.
- Exceptional verbal and written communication skills; comfortable meeting with and presenting to audiences at all levels within the organization.
- Ability to manage customer expectations and/or complaints in a manner that builds trust and increased customer satisfaction.
Management Skills:
- Thrive in a fast-paced environment with ability to prioritize and multi-task on the fly.
- Lead effectively and manage a Quarterly Business Review as a project.
- Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
- Seek to resolve conflicts by finding the win-win scenarios for everyone.
- Risk management
- Understand customer contracts and ensure that the services contracted are delivered within agreed service levels.
Understand and manage customer account financials Technical Skills:
- Ability to read and translate technical documentation such as systems/network architecture diagrams, business continuity/disaster recovery documents.
- Network Systems
- Storage/backup
- Security
- Compliance
- Data center hosting environment
- Disaster Recovery
- Cloud Computing
Working Conditions/Essential Functions:
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities include close vision. The noise level in the work environment is usually moderate.
GDT IS AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sex, marital status, gender identity or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
GDT IS AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sex, marital status, gender identity or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
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