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Customer Success Manager

Chesterfield, MO 63017

Posted: 03/18/2019 Employment Type: Contract to Hire Job Category: Infrastructure Technologies Job Number: 12260

Adaptive Solutions Group is a premier provider of information technology personnel. We provide a variety of technical professionals available for contract, contract to hire, or direct placement positions to companies in and around the St. Louis, Kansas City, Dallas and Denver Area.


We are currently looking for a Customer Service Manager to join our team.


Position Description
  • Responsible for managing the customer experience and satisfaction of IT Services delivery 
  • Promote the continuous improvement of service quality, communication and customer satisfaction by focusing on managing expectations,
  • Develop strong relationships and teams, both business customers and internal IT constituents.
  • Hold regular face-to-face meetings, at least once every 4-6 weeks, with regular voice communications every 1-2 weeks, to ensure alignment.
  • Establish, track, analyze, and report IT Service Metrics that align with CIO goals for satisfaction/performance.   Monitor and report to customers on SLA performance.
  • Act as coordinator, escalation point and advocate for difficult customer issues, including root cause analysis and a plan of corrective action in conjunction with IT operations. Coordinate recovery efforts when needed.
  • Welcome and act as a point of contact and coordinator for new lines of business during the onboarding process.
  • Lead and manage quarterly and/or semi-annual service business reviews.
  • Develops and or initiates activities to design and enhance the Service Request Catalog in alignment with ITIL best practice.
  • Participate in the major incident management rotation.
  • Collaborates with cross-functional management teams to in order to identify areas that can be improved and enhanced in order to improve employee productivity.
  • Maintain regular and predictable attendance.
  • Perform other duties as assigned.


Required Qualifications
  • 5+ years of IT experience
  • Knowledge of ITIL framework
  • Minimum of 5 years of experience in a client-facing position
  • Develop and delivery of quality presentations
  • Demonstrate depth of operational services management expertise.
  • Strong people management skills with strong communication abilities.
  • Strong team player, good analytical and problem-solving skills.
  • Demonstrated ability to facilitate cross-functional teams to develop, document and improve processes.
  • Competent project management skills. 
  • Demonstrates an ability to evaluate project objectives and scope for feasibility and understanding.
  • Effective oral and written communication skills.
  • Proficient analytical and problem-solving skills.


Preferred Qualifications
  • 7+ years’ experience in infrastructure technologies and tools
  • Working with or for an IT managed services organization/company preferred
  • ITIL Certification(s)
  • 2+ years ServiceNow experience


Adaptive Solutions Group is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

Adaptive Solutions Group offers a competitive compensation and benefits package that includes medical, dental, STD/LTD, life insurance coverage, 401k, paid vacation and holidays.
ITIL, Customer Success

Nick Bilpush

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