Cloud Services Manager / Project Manager with (SAAS, CRM, marketing, sales)

About the position

As IXN Manager, you will report to the CEO and assume business unit responsibilities, including developing and implementing strategies to continue our growth, including new products for managed hosting, infrastructure as a service, cloud (virtualization), websites, and other application services. You will monitor performance to ensure service delivery exceeds service level goals (SLAs) and lead IXN’s teams: Operations, 911.net® Security Operations Center, sales/channels, Marketing, and Customer Service. Additionally, you will maintain and improve the business processes including Sales, Maintenance, and Service Delivery Tracking Systems, Product Management, Problem/Issue, order tracking, help desk, incident, and configuration management. You will also focus on continual improvement by planning, executing, analyzing and synthesizing issues, managing problems, and applying root-cause analysis to make data-driven decisions/improvements, while ensuring exceptional customer service and operational excellence, especially in privacy & security.

Responsibilities

• Develop and implement strategies for growth, including new products for managed hosting and cloud services.
• Monitor performance to ensure service delivery exceeds service level goals (SLAs).
• Lead IXN’s teams: Operations, 911.net® Security Operations Center, sales/channels, Marketing, and Customer Service.
• Maintain and improve business processes including Sales, Maintenance, and Service Delivery Tracking Systems.
• Manage Product Management and Problem/Issue tracking.
• Oversee help desk, incident, and configuration management.
• Apply root-cause analysis to make data-driven decisions/improvements.
• Ensure exceptional customer service and operational excellence.

Requirements

• Bachelor’s degree, preferably in business, computer science, or a technical program.
• 4+ years of experience leading teams that provide data hosting or SaaS.
• 2+ years of experience in budgeting and project management.
• Working knowledge of CRMs, cloud services platforms, and security protocols.
• Experience in marketing, sales, and directing project managers of IT services.
• Excellent communication (verbal, written, and listening) skills.