Gregg @ CSI
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Head of National Field Services & Outreach
Company:
Conversion Services International
Position:
Permanent (6 month contract to hire w/ conversion to salry w/ range of 110k -150K D.O.E.)
Start Date:
ASAP
Location:
NY Metro, NY
NO RECRUITNG AGENCIES
Job Description
--------------------------------------------------------------------------------
Major Responsibilities and Challenges
Develop and implement a comprehensive results‐oriented operating plan to achieve the business goals related to equipment distribution and installation along with customer acquisition, usage, and retention.
Develop detailed goals and objectives, methods and procedures, constraints, team member responsibilities, timelines, etc.
Coordinate and drive execution through the core and extended teams to implement the plan, including issue resolution and tools/resource development.
Aggressively mobilize a team of contract and full‐time field service representatives in up to 25 geographic markets in order to fulfill the business goals.
Recruit and hire a high‐impact and self‐motivated sales‐oriented team of deaf‐cultured representatives with excellent communication skills.
Train the team members on Client products and services, policies and procedures, etc.
Manage and mentor the team members to foster a collaborative, goal‐directed team spirit whose members conduct business with high integrity and professionalism.
Establish appropriate compensation and rewards models that encourage peak performance and results.
Coach, motivate, train, develop and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others.
Build community relations with current and prospective customers.
Proactively prospect and acquire new customers in addition to supporting and retaining existing customers within each targeted region across the U.S. using multiple channels.
Working with Customer Support and Relationship Management, recommend methods and procedures for most effectively contacting customers to determine levels of satisfaction, field installation needs, and training requirements.
Develop strong relationships and brand awareness with key stakeholders and influencers in each targeted region and educate them regarding the availability and capabilities of Client and its solutions offering.
Plan, organize, and implement local outreach programs and events (e.g. local user group meetings, seminars, etc) based on local knowledge and experience to support regional business goals.
Working with the Corporate Marketing team, maximize Client’ presence at local events, workshops, and related educational programs with integrated pre‐ and post‐event campaigns.
Serve as a communication channel to customers, key stakeholders and influencers in the targeted regions for delivering the Client value proposition as well as relevant news and announcements.
Understand, forecast, analyze and report on the regional VRS markets, including Client’ positioning the market, competitive offerings, specific customer needs and preferences, key issues and trends, and program ROI.
Maintain up‐to‐date awareness of Client activities and develop and maintain an understanding of the value, uses, features and capabilities of the Client products and services.
Manage the installation, service, and training of customer premise equipment for existing and new customers.
Co-ordinate scheduling and staffing capacity of field services representatives to support equipment distribution and installation goals.
Design and implement detailed methods and procedures for fulfilling field installation appointments.
Establish a remote field support help desk function to serve as a central point of contact for coordinating activities and troubleshooting issues in the field.
Communicate productivity goals and support performance assessment and continuous improvement activities, which includes:
Monitor productivity goals and budgets on an ongoing basis to meet expected business goals and target expenditures; employing the required corrective actions to assure the highest levels of quality in our field services and outreach while enhancing productivity, optimizing revenue growth and profitability, as well as customer satisfaction and loyalty.
Develop and implement performance reporting processes and data acquisition methods and procedures in partnership with functional groups across the organization, including Information Technology and Analytics as well as
Customer Support and Relationship Management as well as Fulfillment & Logistics.
Collaborate with internal cross‐functional teams to integrate customer needs and preferences in support of continuous business improvements.
Develop, maintain, and distribute to key internal stakeholders regular progress reports, metric dashboards, and scorecards to communicate results.
Other duties and responsibilities as assigned.
Key Deliverables
The head of National Field Services and Outreach is responsible for development of the following deliverables:
Comprehensive operating plans
Weekly progress reports, metric dashboards, and scorecards
Market intelligence reports for each region
Concept recommendation briefs and/or program requirements documents
Job Requirements;
--------------------------------------------------------------------------------
Ideal Experience and Skills
Knowledge of American Sign Language (ASL) and/or the deaf and hard‐of‐hearing community required.
Experience developing, implementing, and/or managing a field services and outreach function for VRS/VRI/IP Relay solutions or related technology (e.g. VoIP, etc.), consumer internet‐based solutions, or telecommunications sector experience.
Strong leadership abilities with proven experience managing and mentoring a decentralized team of technical and/or sales and marketing individuals.
Solid program planning and management skills along with performance measurement and reporting involving quantitative and financial data.
Ability to connect business goals with customer requirements, competitor and industry dynamics in order to implement effective programs.
Experience in an environment requiring effective influencing/collaboration skills with other groups in order to achieve mutual goals.
Solid knowledge of MS Excel and ability to collect and manipulate data from multiple information systems.
Ability to work under minimal supervision.
Advanced business degree preferred.
Demonstrated willingness to travel.
Interested candidates email your resume to the contact person listed below.
Candidates Should Submit their:
--------------------------------------------------------------------------------
Name:
Gregg Ruoti
Title:
Senior Recruiter
Address:
100 Eagle Rock Avenue, East Hanover, NJ 07936
Email:
gruoti AT csiwhq DOT com
Company:
Conversion Services International
Position:
Permanent (6 month contract to hire w/ conversion to salry w/ range of 110k -150K D.O.E.)
Start Date:
ASAP
Location:
NY Metro, NY
NO RECRUITNG AGENCIES
Job Description
--------------------------------------------------------------------------------
Major Responsibilities and Challenges
Develop and implement a comprehensive results‐oriented operating plan to achieve the business goals related to equipment distribution and installation along with customer acquisition, usage, and retention.
Develop detailed goals and objectives, methods and procedures, constraints, team member responsibilities, timelines, etc.
Coordinate and drive execution through the core and extended teams to implement the plan, including issue resolution and tools/resource development.
Aggressively mobilize a team of contract and full‐time field service representatives in up to 25 geographic markets in order to fulfill the business goals.
Recruit and hire a high‐impact and self‐motivated sales‐oriented team of deaf‐cultured representatives with excellent communication skills.
Train the team members on Client products and services, policies and procedures, etc.
Manage and mentor the team members to foster a collaborative, goal‐directed team spirit whose members conduct business with high integrity and professionalism.
Establish appropriate compensation and rewards models that encourage peak performance and results.
Coach, motivate, train, develop and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others.
Build community relations with current and prospective customers.
Proactively prospect and acquire new customers in addition to supporting and retaining existing customers within each targeted region across the U.S. using multiple channels.
Working with Customer Support and Relationship Management, recommend methods and procedures for most effectively contacting customers to determine levels of satisfaction, field installation needs, and training requirements.
Develop strong relationships and brand awareness with key stakeholders and influencers in each targeted region and educate them regarding the availability and capabilities of Client and its solutions offering.
Plan, organize, and implement local outreach programs and events (e.g. local user group meetings, seminars, etc) based on local knowledge and experience to support regional business goals.
Working with the Corporate Marketing team, maximize Client’ presence at local events, workshops, and related educational programs with integrated pre‐ and post‐event campaigns.
Serve as a communication channel to customers, key stakeholders and influencers in the targeted regions for delivering the Client value proposition as well as relevant news and announcements.
Understand, forecast, analyze and report on the regional VRS markets, including Client’ positioning the market, competitive offerings, specific customer needs and preferences, key issues and trends, and program ROI.
Maintain up‐to‐date awareness of Client activities and develop and maintain an understanding of the value, uses, features and capabilities of the Client products and services.
Manage the installation, service, and training of customer premise equipment for existing and new customers.
Co-ordinate scheduling and staffing capacity of field services representatives to support equipment distribution and installation goals.
Design and implement detailed methods and procedures for fulfilling field installation appointments.
Establish a remote field support help desk function to serve as a central point of contact for coordinating activities and troubleshooting issues in the field.
Communicate productivity goals and support performance assessment and continuous improvement activities, which includes:
Monitor productivity goals and budgets on an ongoing basis to meet expected business goals and target expenditures; employing the required corrective actions to assure the highest levels of quality in our field services and outreach while enhancing productivity, optimizing revenue growth and profitability, as well as customer satisfaction and loyalty.
Develop and implement performance reporting processes and data acquisition methods and procedures in partnership with functional groups across the organization, including Information Technology and Analytics as well as
Customer Support and Relationship Management as well as Fulfillment & Logistics.
Collaborate with internal cross‐functional teams to integrate customer needs and preferences in support of continuous business improvements.
Develop, maintain, and distribute to key internal stakeholders regular progress reports, metric dashboards, and scorecards to communicate results.
Other duties and responsibilities as assigned.
Key Deliverables
The head of National Field Services and Outreach is responsible for development of the following deliverables:
Comprehensive operating plans
Weekly progress reports, metric dashboards, and scorecards
Market intelligence reports for each region
Concept recommendation briefs and/or program requirements documents
Job Requirements;
--------------------------------------------------------------------------------
Ideal Experience and Skills
Knowledge of American Sign Language (ASL) and/or the deaf and hard‐of‐hearing community required.
Experience developing, implementing, and/or managing a field services and outreach function for VRS/VRI/IP Relay solutions or related technology (e.g. VoIP, etc.), consumer internet‐based solutions, or telecommunications sector experience.
Strong leadership abilities with proven experience managing and mentoring a decentralized team of technical and/or sales and marketing individuals.
Solid program planning and management skills along with performance measurement and reporting involving quantitative and financial data.
Ability to connect business goals with customer requirements, competitor and industry dynamics in order to implement effective programs.
Experience in an environment requiring effective influencing/collaboration skills with other groups in order to achieve mutual goals.
Solid knowledge of MS Excel and ability to collect and manipulate data from multiple information systems.
Ability to work under minimal supervision.
Advanced business degree preferred.
Demonstrated willingness to travel.
Interested candidates email your resume to the contact person listed below.
Candidates Should Submit their:
- Resume
- Contact Information
--------------------------------------------------------------------------------
Name:
Gregg Ruoti
Title:
Senior Recruiter
Address:
100 Eagle Rock Avenue, East Hanover, NJ 07936
Email:
gruoti AT csiwhq DOT com