Customer engagement manager

Telos (usa) - Ashburn
new offer (29/03/2020)

job description





The most security-conscious organizations trust Telos ID to protect their vital IT assets. The reputation of our company rests on the quality of our solution and the integrity of our people. Explore what you can bring to our solutions in information assurance, secure networks, secure enterprise messaging, and identity management.



Be a part of the Telos ID culture and see what sets us apart! Telos ID offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k. Our employees enjoy more than just a great work environment!



This position will be based in our HQ located in Ashburn, VA.



Responsibilities: Telos ID is recruiting for a skilled Customer Engagement Manager who can lead performance and high service quality across consumers, business clients, and partners. T

elos ID



is looking for a customer-focused, technology-savvy professional to join us as a Customer Success Manager in Ashburn, VA. In this role, you will work proactively with customers, partners, and internal product teams to enhance the customer and partner onboarding experience with Telos ID's enrollment and identity trust services and technologies. This position will guide customer engagement and partner solution adoption and satisfaction, ensuring that our customers are getting value from their Telos ID services. As a Customer Engagement Manager, you will take a collaborative approach with your customers to address matters related to our offerings, business process advice, and best practices and advocate on behalf of customers. You'll be responsible for delivering an enjoyable experience for our consumer and business clients and partners throughout their journeys with Telos ID.



The Customer Engagement Manager will assist in establishing functional and operational objectives, including service levels and acceptable quality levels that are coordinated across customer service, product development, and sales business activities. You will be responsible for the coordination and development support of customer and partner support processes, tools, and resources, and you will provide input into strategies and technologies that are used to manage, supervise, and coordinate customer and partner activities. Achieves call center objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change. Maintains the coordination with the project manager, product managers, sales leads, and other internal and external stakeholders to collect information and resolve issues. Handles the most complicated customer inquiries or complaints. This position will also lead customer service and call center responsibilities, including:



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Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.



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Hiring, training, coaching, and leading call center representatives as they provide support for customers.



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Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.



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Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.



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Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.



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Assisting other management team members in identifying trends and establishing call center goals.



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Ensuring staff members are achieving desired service levels and taking corrective action, as needed.



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Develop objectives for the call center's day-to-day activities.



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Conduct effective resource planning to maximize the productivity of resources (people, technology etc.



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Taking on other tasks or projects to support employees, other managers, and call center operations.



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Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmark state-of-the-art practices; participating in professional societies.



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Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.



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Work is located in Ashburn, VA and some travel (1 to 4 trips) to Las Vegas, NV may be required each year.



Job Requirements



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Bachelor's Degree in Communications, Marketing, or Technical Field is required.



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Active Top Secret security clearance is required.



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10+ years of experience in center environment or operations.



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ITIL certification required.



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Familiarity with cloud based call center and ticketing systems.



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Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.



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Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.



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Knowledge of management principles and familiarity with company products, services, and policies.



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Strong coaching and leadership skills, ability to motivate employees.



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Decisiveness and attention to detail.



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Proficiency with necessary technology, including computers, software applications, phone systems, etc.



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The successful candidate must meet eligibility requirements to access sensitive information, which requires U.S. Citizenship.



Telos ID maintains a drug-free workplace and will conduct drug testing on all applicants who have accepted an offer of employment.



Telos ID participates in the E-Verify program. Therefore, any employment with Telos ID will also be contingent upon confirmation from the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) of your authorization to work in the United States



Telos ID offers an excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future.



Telos ID and its subsidiaries are an Affirmative Action/Equal Opportunity Employer encouraging women, minorities, individuals with disabilities, and veterans to apply.



Job Type

Full-Time



Location

Ashburn, VA 20147 US (Primary)



Telos offers an excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future. Telos and its subsidiaries are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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Customer engagement manager

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