The Designated Service Manager (DSM) is the Technical Expert for Software Support Service (SW Premium Support) that provides technical onboarding, guidance, and consultation, incident management, change management, escalation management, and regular business / technical reviews.

In this "demonstrate how its done" offer, you will provide advice to your customers on the most effective methods for onboarding, integrating, and migrating their collaboration solution. By working closely with a select few accounts, the DSM establishes relationships that allow them to guide their customers comprehensively in both proactive support and reactive case management.

Responsibilities:

• Managing incident resolution for Severity 1, Severity 2, and other critical cases
• Collaborating with cross-functional teams to determine delivery criteria and solutions for any issues that may arise
• Providing proactive support for integrating the Application Software into the Customers IT environment and offer ongoing guidance to the Customers help desk personnel as they provide internal support
• Developing deep relationships, including with IT personnel and senior leadership
• Working closely with partners and the extended account team to achieve business objectives
• Assisting in preparing network for new software upgrades and serving as the primary point of contact 
• Collaborating with engineering teams to provide use cases, identifying trends, and gathering customer feedback, ensuring timely resolution of issues
• Participating in post-mortem discussions and streamlining workflows between DSM and engineers
• Interacting with various customers, partners, engineers, product management, business operations, third-party vendors, industry forums, and stakeholders
• Enhancing the Technical Assistance Centers (TACs) ability to evaluate and analyze complex customer problems, ensuring progress on cases
• Identifying and involving necessary BU resources to assist in resolving issues and mentor peers in developing problem-solving skills
• Contributing to case studies that showcase customer successes to senior leadership and external organizations

Requirements:

• 3 - 5 years in a Customer Support or Technical Support related position
• French - C1, English - B2
• Experience in Webex or equivalent voice / data / conferencing services, Jabber, and Webex Teams
• Strong knowledge of Telephony and collaboration technologies
• BS Information Technology, Computer Science or equivalent
• Excellent communication skills (written and verbal)
• Ability to understand and articulate technical information in a simple and concise manner
• Ability to work effectively with cross-functional stakeholders
• Great organizational skills and the ability to stay on task, achieving required milestones throughout the lifecycle of the customer engagement
• Ability and willingness to work flexible hours, as required
• Strong teamwork skills
• Must be a continuous learner that is comfortable with both live and on-demand / self-paced training
• Experience and expertise in conflict and issue resolution
• Detail-oriented, multi-task experience with the ability to manage multiple accounts / projects at once
• Creative, self-motivated, and self-directed

Nice to have:

• Cisco Technical Certifications, I.e., CCNA, CCNP, CCIE
• Other Certifications: ITIL
• Customer Relationship experience

Our offer:

• 100% remote
• MultiSport Plus
• Group insurance
• Medicover Premium
• e-learning platform