Customer Relationship Manager; Technical

About IPsoft

IPsoft automates IT and business processes for enterprises across various industries. Our portfolio of autonomic and cognitive solutions delivers outcomes that provide clients with a competitive edge. Headquartered in New York City, IPsoft operates in 13 countries and serves over 500 leading brands worldwide, including major IT service providers.

Our Customer Relationship Managers (CRMs) are passionate about bridging business and technology. They act as the primary liaison between engineers and clients, handling escalations, advice, change requests, and inquiries. CRMs are proactive, constantly seeking ways to optimize client environments and exceed expectations.

In a typical day, you will:

• Develop and maintain exceptional customer service environments using industry best practices.
• Ensure high-quality standards in technical and business service delivery.
• Create and analyze metrics to monitor client service levels.
• Advocate for client service requirements with an outside-in perspective.
• Leverage expertise in service delivery to expand IPsoft’s services within client accounts.
• Coordinate communication between customers, IPsoft executives, and technical experts.
• Participate in conference calls, demonstrations, and presentations with internal and client teams.

Responsibilities:

• Lead complex accounts, including implementing Service Improvement Plans and tracking executive deliverables.
• Plan service optimization strategies and coordinate cross-team engagements.
• Apply systematic problem-solving approaches as needed.
• Customize governance reports for client environments.
• Communicate effectively with diverse client audiences, from security teams to business managers.
• Support account management and onsite/client visits.
• Mentor new L1 CRMs as assigned by the Channel Lead.

Minimum requirements:

• 3+ years of IT experience supporting various aspects of IT services.
• Experience in customer-facing service delivery and project management.
• ITIL certification and knowledge of ITIL processes.
• Reporting experience and excellent communication skills.
• Additional qualifications such as experience in managed services, Six Sigma methodologies, or infrastructure are a plus.

Benefits include:

• Medical, dental, and vision insurance.
• Short-term and long-term disability insurance.
• Paid time off.

** This position offers significant growth opportunities in project management, account management, customer service, or business performance fields within IPsoft!**