Customer Service Manager
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Job Summary
Leading the Customer Service Management (CSM) and Field Service Management (FSM) capabilities in North America, the full-time remote Customer and Field Service Manager will provide architecture-level support for complex implementations, manage the capability roadmap, and develop reusable solution assets while collaborating with delivery and training teams.
Key responsibilities
- Provide architecture-level support for complex CSM/FSM implementations and resolve priority escalations
- Own the CSM/FSM capability roadmap and represent it in quarterly customer roadmap reviews
- Lead solution architecture for CSM/FSM requests for proposals and establish delivery and quality assurance standards
Required qualifications
- Current CIS-CSM certification
- Experience with complex CSM/FSM implementations
- Ability to develop reusable solution assets for CSM and FSM
- Experience collaborating with delivery and training teams
- Familiarity with industry workflows in Financial Services Industry (FSI) and/or Healthcare and Life Sciences (HLS)
Complete Job Description
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