Michigan, Plymouth, MI, US
Full Time, Direct Hire position
We are a hands-on, get-to-know-you type of company. Our expertise is in conferencing, network, and automation solutions and producing the best design and implementation plan for our customers. The goal of Atlas Technologies is bringing our 20+ years of experience deploying technology solutions on a nationwide scale for large corporations to local, small-to-medium sized businesses. Our offering starts with our serious wealth of knowledge, but we differentiate ourselves based on our commitment to partnership – with our employees and our customers.
Overview
Direct and oversee our organization’s policies, objectives and initiatives. Set short- and long-term staffing, training and growth strategies and evaluate effectiveness of current programs. Develop and implement Customer Experience methodologies and ensure compliance. Monitor and share customer insights and recommendations to drive overall program development and ensure efficiency and successful delivery.
Familiar with a variety of operational concepts, practices and procedures. Rely on extensive experience and judgment to plan and accomplish goals. Lead and direct the work of others. Reports to Integrator/COO. Understand what drives customer satisfaction and retention and know how to tap into those needs and desires in an effective way.
Responsibilities
- Leadership, Management and Accountability for Atlas Technologies team
- Establish objectives by forecasting and developing annual goals for sales, including business development and existing customer retention and expansion
- Implement training programs, most commonly on process and review of recent technologies/standards
- Contribute to team effort by accomplishing related results, as needed
- Manage, develop, coach, control and motivate the Atlas Technologies team to develop their skill to ensure that a high professional standard is achieved, and customer satisfaction goals are met
- Oversee project handoff from Sales to Project Management to ensure a seamless transition and capture of customer expectations – award vs execution
- Work with project stakeholders to conduct risk analysis and develop mitigation and contingency plans
- Assess the strengths and weaknesses of the Atlas Technologies team and manage the program accordingly with Integrator and Visionary
- Provide support for Operations and Project Delivery teams, particularly as new projects are kicked off and implemented. Special focus on allocating best fit resources based on project needs and scheduling based on project schedules
- Develop and implement new initiatives, strategies, and programs to capture key areas to improve Proven Process, in conjunction with Operations and Project Delivery teams
- Review of Customer Issues and any new Lessons Learned weekly to determine opportunity to implement change in effort to improve customer satisfaction, mitigate customer issues
- Provide weekly report of successes/issues and communicate other KPI data to Integrator, as needed.
- Oversee maintenance of data relative to Customer Satisfaction and Customer Retention and other related project activities; ensure accuracy and updates in alignment with process and metric goals
Top Skills & Proficiencies
- Process Consistency
- Strategic Development
- Negotiation
- Motivation
- Operational Planning
- Build Relationships
- Coaching
- Market Knowledge
- Budget Input
- Staffing