Client Experience Manager

SAGE INTEGRATION HOLDING S LLC•McKinney, TX

3d•$85,000 - $100,000•Hybrid

About The Position

Sage Integration Holdings, LLC protects the people, facilities, and reputation of enterprise clients by advancing the intelligence and integration of security technology. Innovation at SAGE is not just a tagline. The entire organization has been built around five core factors which both enable and define the culture of innovation critical to putting proactive solutions in front of our clients every day. By holding to our five factors in all our strategic decision-making we ensure that innovation is not a department or an afterthought but as fundamental to doing business as turning on the lights. The Client Experience Manager will be responsible for customer service and support functions for the national service and maintenance division US. Responsible for support strategies, policies, and programs such as inside sales, operations excellence, procurement, publisher program support, finance, and integration with field sales team.

Requirements

Ability to read, analyze, and interpret construction contracts, construction drawings and specifications, common scientific and technical journals, financial reports, and legal documents.
Ability to effectively present information to upper management and public groups as necessary both in written and oral formats.
Communicates effectively in both oral and written English technical language, both in interpreting requirements and providing reports.
Should possess good customer service abilities and technical support, with refined grammar skills.
The position may require a lot of interaction with other departments and field employees and outside calls are frequently fielded and must be handled in a professional manner.
Ability to define problems, collect data, establish facts, and draw valid conclusions. On occasion the ability to interpret a variety of technical instructions in mathematical or diagram form.
Valid driver’s license with clean driving record
Must pass pre-employment drug screen and background investigation
At least 5-7 years’ experience managing a customer relations team, operations, and procurement function
A proven track record of developing service and support strategies and improving service within the security & telecom industry
Demonstrated success leading service to C-level customers, partners, and publishers.
Strong administrative skills, well-developed management skills in application of principles and leading people.
Proven ability to recruit and motivate personnel to balance staffing strength with profitability and growth

Nice To Haves

Associates or Higher Degree preferred

Responsibilities

Develops and implements operational strategies for national accounts
Establish national guidelines for the division to execute service
In charge of forecasting, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrections
Review and approve cost control reports, cost estimates and resources requirement forecast.
Review performance against operating plans and standards. Provide direction to subordinates regarding interpretation of results and approves changes in direction of plans
Overall Responsibility for hiring, developing, and evaluating the service team personnel
Provide guidelines for training needs
Initiate or suggest plans to motivate service team to achieve work goals
Improve the current processes and procedures
Responds to customer concerns to ensure highest level of satisfaction
Improve customer service quality results by studying, evaluating, and re-designing processes. Establishing and communicating service metrics, monitoring, and analyzing results, implementing changes
Coordinate and collaborate with other departments of the company in establishing and fulfilling responsibility
Establish guidelines for the regions to execute national maintenance contracts
Follow safe and secure practices to safeguard against injury, damage to property and protect confidential information
Some travel is required
Other duties as assigned