IT Customer Experience Manager
Job Description
Lyra Technology Group is seeking an IT Customer Experience Manager for one of our operating companies, Lazorpoint This individual will play a key role in ensuring the Help Desk team is running smoothly while successfully managing shifting priorities and competing demands.
About Lyra…
Lyra Technology Group is a Private Equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in over 70 companies around the world. Our companies employ over 3,000 team members, each led by its own management team.
About Lazorpoint…
Lazorpoint’s core mission is to empower our clients by maximizing the potential of their technology investments, driving business growth and success. We offer a comprehensive range of IT services tailored to meet the needs of middle-market companies. Join us in the pursuit of smarter, stronger, and more efficient business solutions.
Your work as an IT Customer Experience Manager will includes several components:
• Manage client accounts with the assistance of vCIOs (virtual Chief Information Officers) and Sales Managers.
• Help clients better leverage technology within their business by cross-selling and upselling new product and service offerings to address client needs.
• Successfully achieve quarterly sales goals.
• Hold in-person and remote meetings with clients to discuss strategy, budgets, and roadmaps.
• Manage and execute agreement renewals.
• Perform quoting, scheduling, client problem/resolution, and other administrative task to support the vCIOs and Sales teams.
• On-board new clients in collaboration with the new business development team.
• Work with the solution architect team to effectively scope client projects.
• Identify clients who are at risk and develop retention strategies.
• Share client feedback with relevant Lazorpoint teams and collaborate to ensure client expectations are being set and met accordingly.
• Communicate service, technology, and general client updates.
• Review client invoices monthly and work with finance department on any needed changes.
• Engage with client’s who have 60+ day past due balances.
Our ideal IT Customer Experience Manager has the following qualifications:
• Bachelor’s Degree (BA/BS) in business, sales/marketing, computer Science, communications, or relevant field.
• Account management experience.
• Consultative sales experience.
• Exceptional communication skills with a client-service and people-oriented approach
• Proficiency in cross-departmental collaboration to achieve shared objectives by effectively communicating and cooperating with diverse teams.
• Ability to excel in high-pressure situations and handle difficult conversations while maintaining a tactful and professional demeanor.
• Exceptional problem-solving abilities.
• Exemplary organizational skills and a strong aptitude for time management.
• Inside sales experience.
• Previous customer service experience.
If working and supporting clients in a help desk atmosphere sounds appealing to you, let’s have a conversation.
