Exotek has received interest from a number of our clients to form a peer group for Service Managers. We are targeting systems integrators that have formed a separate group to perform services around and beyond their project-based integration services. The ideal candidate is the person accountable for these services. Here is a description:
We form these groups with the people who fulfill the Services Manager Role within their systems integration organization. Services managers are responsible for the service department team and handle customer service interactions, reports, and repairs. The Service Manager ensures excellent customer service, maintains strong relationships with customers and third-party vendors, and ensures repeat customers. In some organizations, the Services Manager is known by other terms, such as “Client Services Manager,” ”Customer Success Manager,” or “Services Director.” Ultimately, someone who would be interested in discussing:
- Improving customer service experience, creating engaged customers, and facilitating organic growth
- Taking ownership of customer issues and following problems through to resolution
- Setting a clear mission and deploying strategies focused toward that mission
- Developing service procedures, policies, and standards
- Keeping accurate records and documenting customer service actions and discussions
- Analyzing statistics and compiling accurate reports
- Recruiting, mentoring, and developing customer service agents and nurturing an environment where they can excel through encouragement and empowerment
- Keeping ahead of the industry’s developments and applying best practices to areas of improvement
- Controlling resources and utilizing assets to achieve qualitative and quantitative targets
- Adhering to and managing the approved budget
Who in your organization is the appropriate person who would most benefit from learning from others with a similar role and responsibilities? Let us know, so we can provide them with more information, answer any questions, and together explore if they would be a good fit for this new group.