Customer Success Manager, OaaS

Job Description

Wellspring believes in positive, lifelong customer relationships, and we seek a Managed Services leader who believes in the same value. As a Managed Services manager, you will support our clients post-implementation and ensure continued success in their operations through managing delivery of our Office as a Service (OaaS) support.

Duties and Responsibilities

· Manage a team of technology transfer operations staff who perform managed services work under billable service contracts for our Sophia and Evolve clients.

· Coordinate and provide leadership and training for new and existing staff on this team.

· Project manage, track and delegate work to ensure that contracts are being fulfilled as per SOW and that Wellspring is maintaining the target margins and staff utilization levels.

· Ensure team members are managing their service contracts and recording their time accurately using the company’s project management and time recording system.

· Coordinate and lead the initial kick-off calls for OaaS subscribers to align the expectations on what will be done per the SOW.

· Work with marketing and sales to support business development activities to secure new clients. Provide support to scope and price SOWs for new OaaS contracts.

· Provide technology transfer sector knowledge and expertise to assist other members of the company.

Your Qualifications

· 7+ years of experience in delivery and managing technology transfer office operations

· Team line management experience

· An eye for detail and a passion for process

· Track record of establishing and maintaining excellent client relationships

· Excellent communication skills including writing, conversing and presenting

· Strong leadership qualities

· Existing network of peer-to-peer contacts across the technology transfer community

· Excellent working knowledge of Wellspring’s IP management system, Sophia