• Service Delivery Manager

    Job ID
    2018-3761
    Location
    US-CA-San Jose
    Category
    Services & Support
  • About the Job

    The 8x8 Strategic Programs Team is seeking individuals with a proven track record of managing complex enterprise customers and developing a services business for cloud-based software companies.

     

    The Service Delivery Manager (SDM) is responsible for maintaining and expanding relationships with strategically important enterprise customers. This role will be leading the customer account planning cycle and ensuring customer’s needs and expectations are met by the company.

     

    The SDM will be working closely with Strategic Programs Deployment, Support and Sales teams, and will be instrumental in maintaining and increasing the services revenue from these assigned enterprise accounts.

     

    RESPONSIBILITIES

    • Establishes strong trust-based, productive and professional relationships with key personnel in assigned customer accounts
    • Proactively assesses, clarifies, and validates customer post deployment needs on an ongoing basis
    • Handles assigned Program/ Account tasks and collaborate internally and cross-functionally to communicate customers’ needs
    • Responds quickly to customer-submitted questions and requests
    • Maintains portfolio and monitoring analytics, reports and KPIs. Create and maintain internal and customer-facing reports
    • Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel management
    • Completes strategic customer account plans that meet company standards
    • Maintains high customer satisfaction ratings that meet company standards

    REQUIREMENTS

    • BS degree or equivalent work experience
    • 5+ years of experience in working in Customer centric organizations supporting enterprise customers with proven history of exciding customer satisfaction goals
    • Experience working with within and with cross-functional teams to solve complex issues within the Services organizations
    • Strong organizational and time management skills
    • Analytical and solution-oriented mindset, with understanding of situational best practices
    • Experience and comfortable interacting with high level executives
    • Excellent verbal and written communication skills along with excellent presentation skills
    • Team player with a positive attitude
    • Understanding of Unified Communications and VoIP technologies
    • ITIL Foundation or above

    #LI-MK1

     

    About the Company

    ABOUT 8x8

    8x8, Inc. (NYSE: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

    ​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

    For additional information, visit www.8x8.comwww.8x8.com/UK or connect with 8x8 on LinkedIn,

    TwitterGoogle+ and Facebook

    Additional Information

    8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.


    For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
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