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ITS is looking for a Client Services Manager to join our awesome team!

ITS - Integrated Telemanagement Services, Inc., has a team of truly awesome employees that are talented, creative, and committed to success. ITS values the contributions of each of our team members and empowers them to succeed. In addition to a competitive salary and a great work location, ITS offers a comprehensive benefits package that includes medical, dental and vision care, and a 401k with employee contribution matching.

If you love to cultivate relationships with clients and are interested in working with a stellar team of dedicated professionals then ITS might be a great place for you to continue your career.

We are seeking a full-time Client Services Manager with the commitment, desire, and work ethic necessary to retain customers, up-sell services and resolve customer issues quickly and professionally while managing the client relations associates to do the same.

If you are energetic, goal-oriented, creative, and resourceful with a proven successful track record in customer retention and satisfaction, you may be the right fit for the ITS team.

Position Summary

Directs and coordinates all activities relating to Client Services. Service production which relates to all product operations as well as client retention, relations, and overall client services. This includes timely and accurate installation and the customer maintenance of service affiliated with the company's VAR, MSP, Cloud, IT, CLEC, digital, VoIP, network, and interconnect services.

This includes the coordinating and workflow of the Client Services department, assuring goals and tasks are completed as defined and on target. Assuring client satisfaction, in house and on-site. Assuring successful turn-up, installation and training of the company’s products and equipment. This position oversees and assures the company’s goals are met with regard to existing client upsells and retention.

This position is responsible for the processes and documentation of operational procedures assuring personnel resources and utilized with efficient and streamlined functions. This position is required to report operational statistics and performance on a monthly basis through management reporting and presentation.

This position is responsible directly and through its staff for the service maintenance and retention of the Top 30 and VIP client base as well as the overall well-being and assurance of renewed customer contracts.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Reviews orders, workflow, and schedules to maintain company interval standards to assure proper and timely installation and accuracy of Client orders and scheduled delivery dates in order to meet the requirements for the department.
  • Plans production operations; establishing priorities and sequences for maintaining Client satisfaction, and the maintenance of Client pre-site and post-site survey requirements.
  • Manages and assures activities of the Customer Service department and the handling of proactive programs, retention, and related attrition as well as the handling of service orders, adds moves, and changes.
  • Assures service calls and visits to observe employee's demeanor, technical accuracy, and conformity to company policies.
  • Recommends corrective services to assure quality and efficient processes and procedures.
  • Studies and standardizes procedures to improve the efficiency of subordinates.
  • Assures accurate Client database maintenance and data integrity. Compiles data and provide statistical reports.
  • Determines work procedures, prepares work schedules, and expedites workflow.

Supervisory Responsibilities

Directly supervises 2 -10 employees in Client Services. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

Bachelor's degree (B.A.); or ten years related experiences and/or training; or equivalent combination of education and experience. Strong personal computer skills are also a requirement for this position.

  • Do you love technology and IT stuff?
  • Enjoy solving problems?
  • Have an interest in business solutions?

If you are a Rock Star IT Tech Geek, ITS has a unique opportunity for you!

ITS’ goal for 2020 is double digit growth and we are looking for an experienced IT Technician that loves technology and all things IT, is great at solving problems and has the knowledge to help our Small Medium business clients solve their technology issues.

Not everyone can be a Rock Star IT Technical Geek at ITS. If you are an energetic, goal oriented, quick learning, creative, and resourceful geek with a proven successful track record in delighting clients while installing or troubleshooting their technical solutions, you may be the right fit for the ITS team.
The right candidate will be a self-starter who wants to make a positive difference every day.
To be seriously considered for the role, please have the following in regards to:

Experience: At least 3 years’ experience in providing remote and onsite technical support to business clients.

Skills: You must be able to design, specify, configure, install and maintain local and wide area network hardware, software, and telecommunications services such as personal computers, system software, software applications, printers, servers, routers, switches, modems, cabling. You’ll also need to be diligent in documenting client interactions in our CRM and RMM tools.

Characteristics: This is an autonomous position, so you should be self-sufficient and self-motivated. Your skills will shape the front end of the customer experience setting the standard and enabling the support team to ensure that the customer relationship continues on a positive basis.

Education: Bachelor’s degree in IT or a similar field, or equivalent work experience, preferred.

Unlimited commission potential with commission doubling once quote is achieved. If you are a successful hunter and closer, ITS has a unique opportunity for you!

ITS’ goal for 2020 is double digit growth and we are looking for an experienced B2B sales person has the knowledge to sell technology solutions to the SMB channel to help us get there.

The right candidate will be a self-starter who wants to make a boatload of money in the next few years. ITS also offers medical, dental and 401K with matching to help you plan for your early retirement.

Not everyone can be a Rock Star B2B Account Executive. To be seriously considered for the role, please have the following in regards to:

Experience: At least 3 years in a B2B sales role for a technology company where exceeding your quota was a normal occurrence.

Skills: You must be a hunter and closer, someone who understands how to hunt up opportunities, network with and close deals with SMB owners and executives. You also need to be able to handle objections and sell on the value that ITS offers as well as understand the value of utilizing a CRM tools to help with tracking and managing opportunities and the sales funnel.

Characteristics: This is an autonomous position, so you should be self-sufficient and self-motivated. Your skills will shape the front end of the customer experience setting the standard and enabling the support team to ensure that the customer relationship continues on a positive basis.

Education: Bachelor’s degree in Communications, Business Management or a similar field, preferred.

If you are a Rock Star B2B Account Executive APPLY TODAY!

The Senior Account Manager position is responsible for providing account maintenance and sales leadership for large and strategic installed base accounts. Responsible for developing overall retention and upsell strategy, including closure of sales opportunities, overall customer relationship management, managing to annual customer revenue and margin objectives through understanding of customer’s applications, and overall ITS product fit for all designated accounts.

It’s an exciting time to work at ITS, our business is growing; we are adopting new technologies and streamlining business practices to enhance our business telecom solutions and support our growth. ITS offers employees a competitive salary in line with the telecom industry demands. We also provide a superior benefits package including; medical, dental, sick leave, vacation, life insurance, long term disability and an unprecedented match in our 401K plan.

Positions available are full time, Monday – Friday 8:00 A.M.– 5:00 P.M. unless otherwise stated.

While we are always accepting applications, we are not always hiring for all positions.

Integrated Telemanagement Services, Inc. is an Equal Opportunity Employer. Applicants for all job openings are welcome and will be considered without regard to race, gender, age, national origin, color, religion, disability, sexual orientation, military status, or any other basis protected by applicable federal, state, or local laws.

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