Customer Service Manager

Description

Nova Networks Inc. is growing and we are actively seeking a Customer Service Manager to join our team in Ottawa. 

A little bit about us: Nova Networks Inc. is one of Canada's largest providers of IT products and professional services.  We have offices in Calgary, Toronto and Montreal, with our Head Office located in Ottawa.  Nova recognizes that our success is highly dependent on our ability to satisfy our clients and strengthen the bond in our relationships, and we’re looking for a dynamic, eager individual who shares this understanding. 

A little bit about this career opportunity: Your responsibilities will include, but are not limited to:

• Provide tactical and strategic leadership to the Service Delivery organization while ensuring the delivery of quantifiable business value metrics and guaranteeing 100% customer satisfaction
• Regularly meet with customers to solicit their opinion of how well service delivery is meeting expectations and foster a collaborative environment where customer/partner goals can be openly discussed and communicated
• Chair and/or attend regular service delivery review meetings with partners and customers.
• Establish and maintain a close relationship with the customer to identify and understand new and changing customer requirements that can be converted into growth opportunities and value-add services
• Lead the service delivery effort to deliver economic value to the customer, and ensure that the customer recognizes Nova’s contribution to the same
• Proactively engage customers and channel partners to ensure satisfaction and quality service delivery
• Act as the Nova evangelist for the customer, channel partner, and Nova marketing/sales teams
• Act as the customer primary point of contact for the resolution of service quality issues and critical outage escalations
• Ensure that the customer and channel partner activities and communications are successfully integrated and aligned
• Develop, communicate, and execute recommended infrastructure improvements on behalf of the customer
• Contribute to continuous improvement of the New Customer Introduction process for new devices, applications, or service delivery features to ensure rapid and accurate implementation of Nova managed services.
• Establish and report on  weekly, monthly, quarterly, and yearly customer satisfaction dashboards based on appropriate metrics
• Participate in sales engagements to ensure that proposed services are in alignment with customer need and expectation, that the customer understand Nova’s impact on business value, and that the exact deliverables for each service have been accurately communicated.
• Identify new opportunities for continuous service delivery improvements as a result of operational duties
• Continually review service delivery to prevent scope creep

A little bit about what we’re looking for in you:

The ideal candidate will have worked for a well known MSP company and have previous experience in sales, engineering, and/or operations.  A balance of past technical, business, and management experience with large projects for international enterprise companies is highly desired.  As this role is highly visible and extremely important within the organization, the ideal candidate must have the ability to rapidly make decisions, demonstrate confidence, and lead by example.  The ideal candidate for the Customer Service Manager role will also possess the following:

• Extensive experience in the MSP industry managing technical service delivery teams
• University/College degree in business or related technical discipline
• 2-5 years’ experience with international outsourcing companies and projects
• Solid understanding of LAN/WAN, Server, and Security technology
• Experience managing large projects with enterprise customers
• Valid Passport and ability to travel internationally as required

A little bit about what we have to offer: Nova Networks offers a comprehensive healthcare plan, which includes medical, dental, vision, LTD and life insurance.  Because of our breadth of services, you’ll enjoy an opportunity to work for an organization that is able to offer clients truly full service IT solutions.  We’re a big company with a family atmosphere and we respect and understand the importance of work/life balance.  We highly value academic and certification credentials and we will be very supportive of your professional and career development pursuits.  At Nova Networks you’ll have an opportunity to showcase your talent, take on challenging projects and work with a great group of people!