Customer Services Delivery Manager (RT007)

GENERAL PURPOSE OF POSITION:

The Customer Services Delivery Manager is responsible for coordination of activities associated with SpiderCloud Wireless customer care services.  This includes research of general- and product-specific customer requirements; defining detailed scopes of work or other descriptions of services; assisting legal and marketing staff in the development of services offers and collateral; preparing and submitting services proposals and other documents, and actively managing the efforts of SpiderCloud Wireless and third-party resources in the fulfillment of design, deployment, and other services programs. 
 
ESSENTIAL DUTIES AND RESPONSIBILITIES:

Business, Technical Knowledge & Judgment

  • Direct management of implementation and other projects, working with SpiderCloud, value-added resellers (VARs), system integrators (SIs), and other third-party resources (e.g. trainers, project managers) to:
  • Define project requirements and deliverables
  • Create a Scope of Work (SOW) document for each project
  • Document project plans, including resource requirements, timelines, budgets, pricing, risk assessment, and deliverables
  • Prepare and present a project proposal for customer acceptance
  • Assign personnel or subcontractors to projects
  • Continuous oversight of all active projects including:
  • Kickoff meetings and regular checkpoint reviews with team members and customers
  • Ongoing real-time management of all active projects
  • Regular status reports to team members and management
  • Management of at-risk projects to bring them back into compliance
  • Changes to SOW or other project elements as required, including communication of changes to team members, management, and customers
  • Post-completion reports including final costs vs. budget, schedule adherence, and lessons learned
  • Identifies and implements process changes to continuously improve project execution efficiency
  • Responsible for the overall VAR certification program
  • Creates and maintains VAR and SI scorecards
  • Manages the VAR training program content development and delivery

Customer Satisfaction through Excellence

  • Designs and executes assigned projects on a timely and complete basis to ensure internal and external customer satisfaction.
  • Continuously improves project practices based on lessons learned in the project design and implementation phases.  
  • An effective team member who can collaborate with others in open and productive dialogues.

Communication

  • Instructs and advises internal and external customers by telephone, email, project management software or other appropriate means on SpiderCloud services projects.
  • Clearly documents project proposals and detailed plans to enable a seamless deployment effort.
  • Escalates unresolved product or application issues to Customer Support, Product Management, and Engineering to ensure prompt resolution.
  • Conveys new or unusual customer requirements to the Product Management team.
  • Maintains real-time projects’ status information and provides weekly activities reports to the Director of Customer Support.

Initiative

  • Recommends changes or policies to increase department effectiveness and customer satisfaction.
  • Recognizes and acts on new opportunities.
  • Must be prepared for some travel (20%), including international travel.
  • Long or irregular hours are normal.

QUALIFICATIONS:

  • Experience with managing wireless projects involving wireless VARs and SIs.
  • Must be self-motivated, organized and analytical; with a proven track record in managing network implementation projects.
  • Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base and technology span
  • Capable of rapid technology intake.
  • Must be able to communicate professionally in verbal and written conversations, and in the production of project documents.
  • Very familiar with Microsoft Office applications, including Word, Excel, Outlook, Project, PowerPoint, and Visio. 
  • Experience with project management tools, including but not limited to Siterra.
  • Knowledge of UMTS and LTE wireless networks.  Others, including CDMA or EVDO, are helpful.
  • Understanding of data equipment such as routers, switches, and wireless LAN; wireless Core; and practical cabling standards.

EDUCATION and/or EXPERIENCE:

  • BS or higher degree with a focus on telecommunications.
  • Three or more years related project management experience. Ideally this is related to the implementation of E-RAN in-building or other wireless networks.
  • Project management certification (e.g. PMP) is highly desirable.

Location: Milpitas, CA

To apply for this position, please email your resume to: careers@spidercloud.com and include reference to Job #RT007, or mail your resume to SpiderCloud Wireless, Inc., Attn: HR Dept., Job #RT007, 475 Sycamore Drive, Milpitas, CA 95035.