Vice President, Client Services

Martello Technologies US, Inc. seeks Vice President, Client Services for Cambridge, MA. Position allows for work from home and/or telecommuting. Weprovide Microsoft digital experience monitoring (DEM) solutions thatmonitor the performance of cloud collaboration and productivitytools to give enterprises insight into the user experience. Our products include unified communications (UC) performanceanalyticssoftware, Microsoft 365 user experience monitoring software, and IT analytics software.
Responsibilities:

1. Relying on a strong technical background, provide strategic leadership and direction to the Client Services team, fostering a culture of excellence, collaboration, and continuous improvement.
2. Build and maintain strong relationships with key clients, serving as their trusted advisor and ensuring their evolving needs are met effectively through the introduction of new technology products.
3. Develop and implement comprehensive client service strategies to enhance client satisfaction, loyalty, and long-term partnership.
4. Oversee the delivery of exceptional client experiences through effective communication, problem-solving, and timely resolution of technical issues and related.
5. Collaborate closely with cross-functional teams, including sales, marketing, and product development, to align client service initiatives with overall business objectives.
6. Drive business growth by identifying upsell and cross-sell opportunities, working closely with the sales team to expand client accounts.
7. Monitor and analyze client satisfaction metrics, performance indicators, and market trends to identify areas for improvement and propose actionable solutions in terms of client service, technology upgrades, and related.
8. Stay informed about industry best practices and emerging trends in Client Services, incorporating innovative approaches to enhance our service offerings.

Minimum Requirements:
Bachelor's degree, or equivalent, in Computer Science, Computer Engineering, or related field, and two years' relevant industry experience, including:

• Two years' experience as a .Net developer implementing code against Microsoft workloads (e.g., Exchange, SharePoint, Skype)
• Two years' experience with Microsoft Exchange, SharePoint & Office 365 workloads backend, API and code
• Two years' experience in Technical Sales, selling Technical Software to the Microsoft ecosystem with medium to large business (in B2B)
• One year experience leading or managing a team of technical specialists
• Two years' experience with PowerShell, including ability to write scripts to check URLs, APIs, Proxy configuration, and overall networking troubleshooting
• Two years' experience working with multi-national companies, interacting with IT departments

Two (2) Microsoft certifications (intermediate or advanced) from the following: Office 365, Microsoft Exchange or SharePoint.
Position requires up to 10% domestic and international travel.
Position allows for work from home and/or telecommuting.