Client Experience Manager

Job Description

Sage Integration Holdings, LLC protects the people, facilities, and reputation of enterprise clients by advancing the intelligence and integration of security technology. Innovation at SAGE is not just a tagline. The entire organization has been built around five core factors which both enable and define the culture of innovation critical to putting proactive solutions in front of our clients every day. By holding to our five factors in all our strategic decision-making we ensure that innovation is not a department or an afterthought but as fundamental to doing business as turning on the lights.

Essential Functions

• Ability to read, analyze, and interpret construction contracts, construction drawings and specifications, common scientific and technical journals, financial reports, and legal documents.
• Ability to effectively present information to upper management and public groups as necessary both in written and oral formats.
• Communicates effectively in both oral and written English technical language, both in interpreting requirements and providing reports.
• Should possess good customer service abilities and technical support, with refined grammar skills.
• The position may require a lot of interaction with other departments and field employees and outside calls are frequently fielded and must be handled in a professional manner.
• Able to define problems, collect data, establish facts, and draw valid conclusions.
• On occasion the ability to interpret a variety of technical instructions in mathematical or diagram form.

Major Duties & Responsibilities

• Develops and implements operational strategies for national accounts.
• In charge of forecasting, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrections.
• Review and approve cost control reports, cost estimates and resources requirement forecast.
• Review performance against operating plans and standards.
• Provide direction to subordinates regarding interpretation of results and approves changes in direction of plans.
• Overall Responsibility for hiring, developing, and evaluating the service team personnel.
• Initiate or suggest plans to motivate service team to achieve work goals.
• Improve the current processes and procedures.
• Responds to customer concerns to ensure highest level of satisfaction.
• Improve customer service quality results by studying, evaluating, and re-designing processes.
• Establishing and communicating service metrics, monitoring, and analyzing results, implementing changes.
• Collaborate with other departments of the company in establishing and fulfilling responsibility.
• Follows guidelines for the regions to execute national maintenance contracts.
• Establishes and communicates service metrics, monitoring, and analyzing results, implementing changes.
• Coordinate and collaborate with other departments of the company in establishing and fulfilling responsibility.
• Follows safe and secure practices to safeguard against injury, damage to property and protect confidential information.

Physical Demands & Safety

• Frequent sitting.
• Use hands and fingers to operate equipment, tools, and technology.
• Reach with hands and arms.
• Communicate effectively in person, by phone, and other communication methods.
• Regularly stand for extended periods.
• Lift or move materials weighing up to 10 pounds on a regular basis and up to 25 pounds occasionally.
• Work in both an office environment and active construction sites.
• The office setting is generally quiet, while construction sites may involve moderate to high noise levels and exposure to typical construction conditions.

Education & Skills

• High School Diploma Required.
• Associates or Higher Degree preferred.
• At least 5-7 years’ experience managing a customer relations team, operations, and procurement function.
• A proven track record of developing service and support strategies and improving service within the security & telecom industry.
• Demonstrated success leading service to C-level customers, partners, and publishers.
• Strong administrative skills, well-developed management skills in application of principles and leading people.
• Proven ability to recruit and motivate personnel to balance staffing strength with profitability and growth.

Benefits

• Competitive pay.
• Paid vacations & holidays.
• Health benefits.
• Life insurance.
• 401(k) plan with employer match.

About Us

Sage Integration Holdings, LLC protects the people, facilities, and reputation of enterprise clients by advancing the intelligence and integration of security technology. Innovation at SAGE is not just a tagline. The entire organization has been built around five core factors which both enable and define the culture of innovation critical to putting proactive solutions in front of our clients every day. By holding to our five factors in all our strategic decision-making we ensure that innovation is not a department or an afterthought but as fundamental to doing business as turning on the lights.