Customer Success Manager, OaaS

Wellspring Worldwide

21d

About The Position

Wellspring believes in positive, lifelong customer relationships, and we seek a Managed Services leader who believes in the same value. As a Managed Services manager, you will support our clients post-implementation and ensure continued success in their operations through managing delivery of our Office as a Service (OaaS) support.

Requirements

7+ years of experience in delivery and managing technology transfer office operations
Team line management experience
An eye for detail and a passion for process
Track record of establishing and maintaining excellent client relationships
Excellent communication skills including writing, conversing and presenting
Strong leadership qualities
Existing network of peer-to-peer contacts across the technology transfer community
Excellent working knowledge of Wellspring’s IP management system, Sophia

Responsibilities

Manage a team of technology transfer operations staff who perform managed services work under billable service contracts for our Sophia and Evolve clients.
Coordinate and provide leadership and training for new and existing staff on this team.
Project manage, track and delegate work to ensure that contracts are being fulfilled as per SOW and that Wellspring is maintaining the target margins and staff utilization levels.
Ensure team members are managing their service contracts and recording their time accurately using the company’s project management and time recording system.
Coordinate and lead the initial kick-off calls for OaaS subscribers to align the expectations on what will be done per the SOW.
Work with marketing and sales to support business development activities to secure new clients. Provide support to scope and price SOWs for new OaaS contracts.
Provide technology transfer sector knowledge and expertise to assist other members of the company.

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