Support And Services Manager

Oversee the delivery of expert services:consulting, implementation,andtechnical support.Act as the bridge between a company’s internal teams and its customers, ensuring projects are completed on time, within budget, and to the client's satisfaction.Core Responsibilities
Service Delivery & Project Management:Monitor key performance indicators (KPIs) like response times, resolution rates, and project milestones.Oversee the lifecycle of client engagements, from initial requirements gathering to final execution.Establish and enforce service standards, methodologies, and best practices to ensure consistent quality.Client Relationship Management:Build andmaintainlong-term partnerships withkeycustomers.Act as a senior point of contact for escalations and complex problem-solving.Solicit and analyze customer feedback to drive continuous service improvement(Tekla and Field).Manage the Professional Servicesbudgeting, forecasting, and revenue tracking.Optimize resource allocation to ensure billable employees are utilized efficiently without burnout.Manage vendor relationships to maximizeengagement and leverage resources when required.Recruit, train, and mentor staffConduct performance reviews and set growth targets for team members.Foster a customer-centric culture that emphasizes empathy and professional excellence.Coach to BPSwaggersales trainingContinuous learning on how to engage customersStrategic Thinking:
Ability to develop long-term service offerings and go-to-market plans.Communication:
Expert level in presenting to executives and leading high-stakes negotiations.Technical Aptitude:
Deep understanding of the industry’s specific products or servicesOrganization:
Highly proficient in managing multiple, concurrent high-priority projects.PersonnelManagement
: Ability to listen and collaborate with team memberEducation
: Regularly attend conferences, webinars, event,associationsQualifications
Survey, 3D scanning, detailing, engineering, trades backgroundOrganizedAbility to see projects from start to finish. Scope project, build workflow, test anddevelopgo to market strategyBe able to travelComfortable on a jobsiteUnderstanding of industry workflows and processes
#J-18808-Ljbffr