Deskside Customer Experience Lead (CXL)

Deskside Customer Experience Lead (CXL)
US - FL - Tampa (or Dallas, TX/ McLean, VA)

  • Deskside Customer Experience Lead (CXL) in Tampa, FL (or Dallas, TX/ McLean, VA)
  • 6 month contract
  • Accountable for executing the vision for the Deskside function for the Americas region
  • Drive continuous quality improvements to facilitate a consistent and positive customer experience, through process optimisation, automation and innovation
  • Provide service provider oversight and ensure that they meet their contractual agreements for service quality and cost effectiveness by monitoring SLAs and reviewing key status reports and ticket data analytics
  • Manage the relationships with the service providers and provide regular feedback to help them improve
  • Be the escalation point for any service quality issues, end user complaints or vendor performance issues; respond to customer escalations and ensure action is taken to prevent recurrence
  • Coach, mentor, and provide developmental feedback for team members
  • Seek out and implement ways to improve customer experience and delight the customer
  • Seek out customers and ask for service delivery feedback and suggestions
  • Ensure relevant internal and customer facing documentation (SOPs, KBs, Spark) is kept current
  • Look for and implement ways to achieve consistency in process and customer experience across the Americas, including sharing and implementation of best practices
  • Advocate for the customer when interacting with other IT teams
  • Promote brand of IT
  • Customer Experience, Vendor Management, Project Management, Strong Communications
  • AV experience a plus
  • Someone who has the ability to get things done and manage multiple open items at the same time, strong focus on improving processes and customer experience, good PM skills, does not need strong technical skills

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