CopyWriting Manager - Digital jobs in Chesterfield, MO

GFI Digital is looking for an ambitious, customer-focused leader with a proven track record to lead, develop, support, and manage our Field Engineering services teams. Ideal candidate will be servant leader who is: pro-active, data-driven, organized, and strategic minded. 

This position is responsible for managing a team of Field Engineering Managers.  This team is responsible for on-site break fix, project implementation services and client on-boardings. 

This person will be passionate about working with customers and working to develop successful processes, procedures, policies and standards to deliver top-notch customer service. As a team, we are on a mission to transform each client’s experience, while becoming an industry-leading Managed Services Provider. We are looking for passionate leader who is willing to drive change and help our customers and their team to achieve great things.

Equally, this person will be developing and executing strategic decisions and be held accountable to company aligned goals based on measurable customer success metrics. This person will work with the Leadership Team to meet and exceed customer expectations and retention goals across all active markets.

GFI Digital has been recognized for the past six years by the St. Louis Post-Dispatch as one of the area’s Top Wok Places.

Responsibilities:

• Lead, manage and develop a team of Field Engineering managers.  
• Manage the planning and execution of on-site related requests and project related tasks.
• Ensure Field service requests (tickets) are handled timely and completely
• Set high customer service standards and hold engineers accountable to those standards
• Contribute to improving customer support by involving yourself in situations that fall below these standards
• Guiding team members in dealing with especially challenging service availability issues.
• Contribute to escalated problem resolution by coordinating available resources and managing customer expectations.
• Establish measurable team goals
• Drive results and optimize the team’s performance
• Establish best practices for the Field Engineers.
• Develop daily, weekly and monthly reports (from our systems) and provide results on the productivity of the engineers to the management team
• Drive analytics to deliver the desired customer experience (e.g. customer health, predictive analytics, usage, etc.)
• Establish KPIs based on the business model
• Develop a roadmap of tools or enhancement to optimize the customer experience

Qualifications:

• 5 years with managing teams
• 5 years of experience in a Project Engineering or Support leadership position
• 3 years of experience with ConnectWise or another ITSM Service Desk platform
• 50% travel within Missouri & Illinois.
• Exceptional analytical and problem-solving skills with demonstrated ability in managing multiple priorities and meeting deadlines.
• Must be able to understand how to create processes and policies to meet efficiency and growth needs.
• Strong leadership skills with a proven track record of hiring, motivating, and engaging great teams.
• Ability to work well across functions, and lead through persuasion, negotiation, and consensus building
• Proven experience working with C-level Client executives regularly. Excellent client relationship, team leadership and delivery skills with the demonstrated ability to communicate effectively throughout all levels of an organization.
• Self-starter who works well under pressure, has great judgment, and knows how to prioritize and handle multiple deliverables to meet tight deadlines.