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Prime Call Brand Manager

 

Job Summary

Solutionz is looking for a Prime Call Brand Manager.  This Brand Manager will be responsible for the go to market strategy and operational workflow for the Solutionz Prime Call family of support and professional services; Including but not limited to our Day 2 Service and Support offering workflow, Prime Call Integrated Maintenance, Prime Call Remote Monitoring and Management (including SecureAV) and other Managed Services solutions.

Support Services

Key Metrics

  • Integrated Maintenance
    • Attach Rate
    • Renewal Rate
    • Client Net Promoter Score
    • Help Desk Mean Time to Determine Entitlement
    • Help Desk Mean Time to Determine Entitlement
    • Help Desk First Appointment Offered for Truck Roll vs. SLA Commitment

Requirements

  • Focus on enhancing the Integrated Maintenance day 2 customer experience.
  • Make the Time and Materials and Standard Warranty customer experience the gateway to PrimeCall Integrated Maintenance while maintaining sufficient differentiation between the offerings to promote upsell into Integrated Maintenance
  • Develop processes/policies to best use existing staff to promote industry-leading customer service and proactive engagements; thereby increasing customer touch
  • Reduce time required for Help Desk agents to determine Prime Call Integrated Maintenance Entitlement.
  • Reduce time for Help Desk to access project documents.
  • Help create a nationwide/global network of technicians for reduced response time and lowered cost, for break/fix and schedule service events.  

Professional Services

Key Metrics

  • Professional Services Attach Rate (Revenue)
  • Professional Services Renewal Rate (Revenue)
  • Professional Services Overall Customer Satisfaction Rating

Requirements

  • Assist in Marketing information creation and go-to-market strategy for the portfolio of PrimeCall Professional Services offerings
  • Establish ideal workflow for Prime Call Remote Monitoring and Management & SecureAV Services
  • Incorporate Prime Call RMM & SecureAV Services into the AV Systems Project Process
  • Create ideal workflow and supporting documentation for all new Professional Services offerings as directed by the Executive team

Professional Services

  • Responsible for the development of other professional services for the Solutionz portfolio.