11 11 Systems
Manager, Cloud Integrations
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The Role:
11:11 is looking for a Manager, Cloud Integrations to lead a team of Technical Support Representatives in guaranteeing a positive experience for 11:11 customer migrations. This position is responsible for the development and improvement of people and processes that support the 11:11 cloud integrations strategy. The Manager will drive customer success through effective problem resolution and strong customer relationship management. This position will require a person with a penchant for detail and a continuous improvement mindset. This is a full-time position reporting to the Director, Service Operations.
Responsibilities:
- Lead a dedicated team of professionals that will execute cloud migrations across 11:11 global platforms
- Provide complete ownership and deliver support services to meet company commitments.
- Establish and enforce processes and best practices for cloud integrations.
- Own ticket escalation processes and ensure it is followed consistently.
- Establish best practices and refine support management framework as needed.
- Identify potential risks or gaps and mentor members of the cloud integrations organization.
- Inform key stakeholders on migrations, trends, and provide recommendations on ongoing acquisition needs.
- Manage and refine existing tools and automation used for service operations.
- Collaborate with internal teams on integration requirements for new or existing customers.
- Ensure that customer-related incidents and problems are mitigated.
- Develop, track, and report KPIs to the company.
- Collaborate with vendors and internal teams for support needs.
- Ensure all escalated customer tickets are addressed and escalated to vendor support as needed in a timely manner.
- Manage ticketing systems.
- Work supportively with colleagues, operating consistent with 11:11’s Code of Business Ethics and Company Values.
- Responsibly receive, transmit, and handle all company data and information per Company data handling agreements, work procedures, and policies.
- Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
- All other duties as assigned.
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Qualifications:
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- Associates degree in management or equivalent years of related work experience
- 2+ years experience, 2+ in a managerial capacity
- Experience managing technical projects across teams in an organization
- ITIL experience preferred
- Highly developed analytical and problem-solving skills
- Excellent attention to detail, team player
- Results oriented and organized with the ability to plan and deliver against deadlines and the ability to motivate others to deliver
- Must be legally eligible to work within the assigned country without visa sponsorship
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
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