SuccessKPI is a global company with a deep focus on achieving success through a belief that we are stronger together. We are proud of the culture we have created and weave our values into everything we do. Our employees are always encouraged to be innovators and builders at heart that help shape the future of our organization. We believe that offering competitive benefits and perks is nice but helping our employees thrive in today’s ever-changing world is even better! We put YOU first, offering employees an opportunity to make their mark here while creating and nurturing a strong work-life balance. We offer a flexible work environment as a fully remote team. If this sounds like a place you’d be proud to work at, what are you waiting for, apply today!
Service Delivery Manager
The Service Delivery Manager is integral to the on-going technical solution deployment and technical application support of professional services (PS) capabilities. They are responsible for delivering SuccessKPI solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of SuccessKPI products.
Job Location: Remote Work, Thailand, Philippines, or India - MUST BE FLUENT IN THAI & ENGLISH
Why work for SuccessKPI:
- Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
- Opportunity to work for a fast-growth global company in the rapidly growing analytics space
- Opportunity for career development and growth opportunities as we grow and scale
- Opportunity to build industry relationships and work alongside seasoned industry experts
- Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day - YOU HAVE A VOICE AT SUCCESSKPI!
What You’ll Do:
- Demonstrates product expertise in most Contact Center products i.e. Genesys/Amazon Connect/Ujet/Talkdesk
- Provides top quality service engagements for large or strategic customers or other accounts serving as the lead technical architect, advisor and/or engineer
- Follows PS implementation standards
- Assesses complex project situations to make appropriate recommendations to both internal team and the customer
- Initiates and suggests process improvements to Project Managers and other Management to increase efficiency for delivery of SuccessKPI solutions
Solution Deployment (85%)
- Works in close concert with Project Manager in successfully delivering projects
- Delivers technical implementation activities from post-sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team
- Execution of project plan tasks associated with engagements
- Test plan validation
- Maintains on average 70% utilization for billable projects
- Identifies engagement-related problem areas and solves the issues in a proactive manner
- Assists the Support group in performing service call/maintenance activities as required
- Provide technical training to internal or external resources as needed
- Maintains friendly and professional attitude in stressful situations
Administration (5%)
- Maintains accurate and timely submission of timesheets, expense reports, and project-related forms
- Maintains regular internal communications with project team, team lead, and manager
- Provides feedback and updates to internal processes through internal documentation
- Follows standard department processes
Training (10%)
- Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications
What You’ll Bring:
- Background or education in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
- 3+ years of experience with Contact Center technologies
- Knowledge on Amazon Web Services (AWS)
- Development experience building apps and integration leveraging APIs, JSON, and JavaScript
- 6+ years of related experience
- Excellent communication skills - must be able fluent in both English & Thai language
- Software: MicroStrategy, MS Office (Sharepoint, Word, Excel, PowerPoint, Access), Email (MS Outlook)
Highly Desired Technical Skills
- Python; MicroStrategy; AWS DevOPS certified
Business Skills
- Capable of working on or leading a team through a fast paced and complex project
- Excellent verbal and written business communication skills, including escalation management and information presentation
- Knowledge of customer service processes
- Knowledge of Cloud change control processes
- Exercises good judgment
- Strong follow-through, ownership & responsibility on tasks assigned
- Effective time management and maintains flexibility
About SuccessKPI Inc.:
SuccessKPI is a rapidly growing and thriving business providing an AI Rich, pure SaaS analytics and automation platform for contact centers. SuccessKPI combines a rich data lake and business intelligence layer with quality management, speech and text analytics and the real time action power of playbooks to act on customer conversations. Customers can start in minutes to remove the obstacles that contact center agents, managers, and executives face in providing a great customer experience.
For more information on SuccessKPI, please visit us at successkpi.com
SuccessKPI is an Equal Opportunity Employer – M/ W / D/ V / GI / S O / A
