Service Delivery Manager- Mobility

About the Role: Our Service Delivery team serves as a direct link between our company and our clients. Once a new client is acquired, they are assigned a dedicated resource on our Service Delivery team to provide a wide range of ongoing support by serving as the client’s primary point of contact. The Service Delivery Manager – Mobility is responsible for providing top-tier service to our clients while promoting/selling services and accessories that suit clients’ needs and helping them to navigate the world of mobility. This position also requires collaborating with multiple departments with the same goal of providing a world-class customer experience.

Why Dataprise? 

• Dataprise is a private equity-backed company whose mission is to grow organically and inorganically through the acquisition of solid-performing businesses that are well aligned to our philosophies and values. 
• Our mission is to delight our clients and create an outstanding people experience both internally and externally. 
• We are an employee-focused organization that prioritizes employee retention, satisfaction, and empowerment. 
• We provide career growth opportunities through internal movement and through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees. 
• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities.  
• A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program. 
• A focus on work/life balance including hybrid and remote work options, 10 paid holidays and generous PTO. 
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match. 
• An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.   

What You’ll Do:

• Regularly speak with clients to discuss their needs and requirements while building a relationship with them and gaining their trust.
• Informing/suggesting changes on client accounts to increase savings.
• Staying abreast of new wireless technology and solutions for clients.
• Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Managing and assisting new clients through the onboarding process.
• Cross-selling additional value-added service to the existing client base (Recycle, MDM, IOT, Kitting and Provisioning services).
• Completing all daily requests in a timely manner.
• Responding to billing inquiries and special reporting requests.
• Tackle obstacles and find solutions that would best suit the client’s needs.
• Manage day-to-day affairs and stepping up when needed.
• Increase customer retention by ensuring customer satisfaction.
• Make sure all records are up to date (contacts in various databases, client-specific notes used in Client Support.
• Obtain credits as needed.
• Provide customer service support on an as-needed basis which may include, but is not limited to, phone support and completing customer service requests.
• Utilize software, databases, scripts, and tools appropriately.
• Take ownership and respond to cases in Salesforce, submitted via email, or voicemail.
• Completing other duties as assigned related to your specific clients.

What Skills & Experience You’ll Need:

• Experienced working in a similar position for at least 1-2 years.
• Dedicated, focused, mission-ready, committed.
• Loyal, honest, trustworthy, dependable.
• Team-oriented in working toward a common goal.
• Growth-oriented, with a will to succeed.
• A strong communicator and problem solver with the ability to think outside of the box.
• Someone with a positive and a strong willingness to learn.
• An excellent negotiator with solid interpersonal skills.
• Organized and able to manage your time well.
• Adept with Microsoft Excel and the rest of the Microsoft Office Suite (Word, Outlook, etc).
• Knowledgeable and experienced in the telecommunication and the wireless/mobility industry.
• Experienced working in a ticket system/CRM such as Salesforce and Zendesk.
• Detailed oriented.
• Accountable and dependable.  

Compensation:

• Dataprise is committed to maintaining a positive work environment by ensuring that compensation across the Company is managed in a competitive, consistent, and fair manner. Each Dataprise employee will be compensated in line with their specific scope of responsibility, skill level, and educational background, in addition to the projected impact on the success of the Company.
• We have a comprehensive Compensation Management System which establishes the guidelines we use in making compensation decisions and is comprised of compensation policies, salary structures, salary grades, incentive target guidelines, job descriptions, and career charts.
• This position’s Salary Range is: $40,000-$50,000 (NOTE: this is the range at the national average level; specific salaries offered will be adjusted higher/lower due to the local labor market of the candidate).

Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin, or sexual orientation. We are #DataprisePROUD!

Dataprise is proud to be an Equal Opportunity Employer.