Description

Job Description

Job Responsibilities:

• Program Management: Run various programs through their lifecycle; Develop project plans, objectives, deliverables and timelines that support business needs; Monitor progress/success of projects and program execution compared to plans and escalate when deliverables are at risk; Create strategies for risk mitigation and contingency planning; Oversee third party deliverables on projects where necessary; Efficiently identify and resolve program issues; Design and maintain technical and project documentation.

• Communication: Gather content from surveys, metrics update, customer stories, team kudos, etc. and structure into communications and/or training to represent the Voice of the Customer (VOC) to various constituencies (Operations, Sales teams, etc.).

• Exception Handling: Document processes on how to handle exceptions to standards; determine which processes should be published on intranet sites.

• Communication Plan: Look for opportunities to automate communication, enabling Customer Success team members to focus on value-add activities; Create new material as needed in Word documents, PDFs, web pages, video recordings, etc.

• System Requirements - Liaison with IT: Support efforts to implement new technologies to optimize the customer experience, identifying key issues, inputs, stakeholders, and outcomes.

• Additional duties as assigned.

Skills, Knowledge, Abilities:

• Strong written and verbal communication and presentation skills with the ability to articulate ideas and proposals clearly to stakeholders and all levels of leadership.

• Manage complex projects from start to finish, working effectively across internal functional teams and external vendor relationships.

• Strong work ethic; self-directed and resourceful with the courage and confidence to challenge the status quo.

• Strong interpersonal skills to maintain strong relationships with customers and colleagues. Customer service and communication skills are top-notch in person, over the phone and in email.

• Able to work independently as well as part of a team environment.

• Able to retrieve information and conduct research related to project completion and job responsibilities.

• Able to think analytically.

• Capable of establishing priorities and balancing multiple projects simultaneously.

• Encompasses project management skills from project start to finish.

• Performs work under minimal supervision.

• Handles complex issues and problems.

Qualifications:

• Bachelor's degree or equivalent education and work experience

• 10+ years' experience in Customer Success, Sales Operations and/or Operations role.

• Project Management, CCXP, NPS certification a plus.

• Ability to travel 25% of the time

Supervisory Responsibility:

• This position has no supervisory responsibilities

Physical Environment/Working Conditions: [none noted]

Black Box is a leading technology solutions provider. Our mission is to accelerate our customers' business by valuing relationships with our team members, clients and stakeholders. By continuously growing our knowledge, we remain relevant in the market and are in a superior position to help customers design, deploy and manage their IT infrastructure. Through our values, such as innovation, ownership, transparency, respect and open-mindedness, we deliver high-value products and services through our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.

Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.