Job Title Account Services Manager

Department Name Global Services

Group Name Product Support Services

Sub-Group Name N/ A

Reporting To Director, Product Support Services

Scope of Role Responsibility for over-all customer satisfaction with respect to support of SubexAzure products.

Management responsibility for a Front Line Support (FLS) team focused on product and infrastructure support within the Product Support Services (PSS) organization.

Key Responsibilities Staff Management
Managing work load distribution within the FLS team through priority setting;
Formal and informal staff performance appraisals and salary reviews;
Coordination of on-call support within the FLS team.

Problem Management & Resolution
Coordinating the efforts of the FLS team to ensure the timely resolution of reported problems;
Handling the escalation of customer issues;
Balancing between customer needs and SubexAzure business needs;
Ensuring that FLS staff keeps the ticket tracking system current, with clear, concise and technically accurate updates.

Relationship Management
Providing primary management support to customers and account teams;
Managing customer expectations;
Proactively developing effective, trust-oriented customer relationships;
Building and maintaining solid working relationships with other SubexAzure departments.

Software Problem Tracking
Ensuring that the timelines for resolution of software defects match customer expectations;
Interacting with the development teams to ensure that software defects are patched as required.

Strategy & Planning
Proactively recommending and implementing new and improved methods and procedures within the FLS team and across PSS;
Development of documentation and training associated with the policies and procedures of PSS;
Assisting with the vision, strategy, planning, and communication of PSS activities.

Other
Assisting the Director with other responsibilities, projects, and activities as required;
Ability to work with minimal supervision.
Technical Skills Required Core I. T./ Telecom Technologies
High level understanding of relevant I. T./ Telecom technologies;
Functional understanding of the EMS/ NMSs that the SubexAzure products interact with.

Other Relevant I. T./ Telecom Technologies
High level understanding of the concepts of relevant I. T./ Telecom technologies including SNMP, TL1, Q3/ CMIP and leading middleware technologies such as Vitria, Tibco, etc.

Principles of Telecommunications Networks and Network Management
High level understanding of the principles pertinent to data communications technologies for the New Public Network including ATM, Frame Relay, xDSL, SONET/ SDH, and IP.

Principles of Telecommunications OSSs
High level understanding of the principles of Service Provisioning and Inventory OSSs and how SubexAzure customers use these OSSs within their environment.

Leadership Skills Required Innovation
Ability to evaluate and select the best technical solution from a number of potential solutions proposed by the FLS team.

Ability to Work Under Pressure
Ability to handle concurrent issues, projects and tasks in a controlled and systematic manner to ensure high-quality support of customers and partners.

Commitment To Success
Demonstrate outstanding commitment to the timely and efficient resolution of problems encountered by internal and external customers to ensure success in a win-win SubexAzure/ customer/ partner environment.

Effective Communications Skills
Clear, concise and articulate verbal and written communications skills that can be directed at senior management, technical resources, and customers alike in a consistent and highly effective manner;
Ability to escalate customer issues in a timely fashion and with the appropriate information.

Personnel Development & Mentoring
Ability to mentor staff to assist with career development, training and project selection/ assignment;
Act as a role model to all staff and set an example for professionalism and conduct.

Experience Required Preferably:
4+ Years of technical experience in complex I. T./ Telecommunications environments;
Demonstrated experience positively interacting with high profile customers in a high stress/ demand environment;

Training/ Qualifications Required Preferably:
Bachelors/ Masters degree in Engineering/ Computer Science/ Mathematics or related fields.
Project management experience an asset.
Productivity Skills Required High proficiency with:
E-mail (MS Outlook)
MS Office (Word, Excel, PowerPoint)
MS Access & Crystal Reports
After Hours Support SubexAzure provides 24x365 support to our customers for critical issues and therefore must be available for escalations, via cell phone, during weeknights, weekends and statutory holidays.