Office Service Manager 3 Law Firm in New York, NY Full-Time
JOB DUTIES AND RESPONSIBILITIES
Implementation of the Core Team processes -- Account Charter creation, identification of participants and their roles and responsibilities, and establishment of internal and external CAD.
Supports sales efforts by coordinating, managing and conducting site visits, and meetings with client contacts.
Financial profitability -- identifies growth opportunities and follows through to addendum approval locally and nationally.
Ensures Quarterly Strategy Updates and Annual Customer Strategy are scheduled and executed in conjunction with the Global Account Manager and National Sales rep with national key contact.
Makes critical decisions regarding business needs, delegating to appropriate division if necessary or escalating to point of resolution.
Function in Governance role for assigned accounts as "Customer Champion".
Facilitate the resolution of issues as assigned to ensure optimal customer satisfaction levels.
Oversight of Exela's on-boarding support processes (order management, billing, tech services, enterprise services) in relation to customer expectation & satisfaction.
Establish and identify applicable reporting packages based on customer requirements.
Ensures that Managed Services locations in assigned account(s) are consistent nationally, regarding branding appearance, site procedures manual, training, management, billing, reporting and contract conformance from site to site.
Drives SLA compliance to ensure that all commitments and customer expectations are met or exceeded.
Facilitates Monthly Management Report meetings with key customer contact, and ensures MMRs are conducted with local customer contacts by local accountable management.
Ensures execution of Executive Site audits. Verify acceptable Site Certifications.
Facilitates monthly communication (Best Practices, Challenges, Opportunities) with Field Operations; SDMs, Site managers, Site Supervisors across the enterprise.
Assists SDMs with recruiting, hiring, and training.
Clearly communicates job expectations/consequences of employees by training, coaching, counseling, directing, evaluating the work of subordinates to increase their performance and work quality.
Participate in Global Team Selling model in support of US and OUS activities. Interface with other Global Region teams in support of US Global customer.
Reviews contract(s), Statement of Work, and operational requirements in order to determine time frames, procedures, resource requirements, and allotment of available resources in order to accomplish assigned projects.
Develops key relationships with both internal and external customers.
Participate in the creation and management of implementation plans for assigned accounts.
Other duties as assigned.
QUALIFICATIONS (Education, Experience, and Certifications)
Requires 4 year college degree or equivalent experience
3 - 5 years management experience strongly preferred
2+ years of project management experience strongly preferred
A proven track record in marketing new products and services including standard and advanced services & solutions
Must have a proven track record of relationship building with both internal and external customers
Must have a demonstrated high level knowledge and understanding of technology (networks, security, print servers and print devices)
Exela Technologies Inc.