[Hiring] Manager, Cloud Integrations @11 11 Systems

Role Description

11:11 is looking for a Manager, Cloud Integrations to lead a team of Technical Support Representatives in guaranteeing a positive experience for 11:11 customer migrations. This position is responsible for the development and improvement of people and processes that support the 11:11 cloud integrations strategy. The Manager will drive customer success through effective problem resolution and strong customer relationship management. This position will require a person with a penchant for detail and a continuous improvement mindset. This is a full-time position reporting to the Director, Service Operations.

• Lead a dedicated team of professionals that will execute cloud migrations across 11:11 global platforms.
• Provide complete ownership and deliver support services to meet company commitments.
• Establish and enforce processes and best practices for cloud integrations.
• Own ticket escalation processes and ensure it is followed consistently.
• Establish best practices and refine support management framework as needed.
• Identify potential risks or gaps and mentor members of the cloud integrations organization.
• Inform key stakeholders on migrations, trends, and provide recommendations on ongoing acquisition needs.
• Manage and refine existing tools and automation used for service operations.
• Collaborate with internal teams on integration requirements for new or existing customers.
• Ensure that customer-related incidents and problems are mitigated.
• Develop, track, and report KPIs to the company.
• Collaborate with vendors and internal teams for support needs.
• Ensure all escalated customer tickets are addressed and escalated to vendor support as needed in a timely manner.
• Manage ticketing systems.
• Work supportively with colleagues, operating consistent with 11:11’s Code of Business Ethics and Company Values.
• Responsibly receive, transmit, and handle all company data and information per Company data handling agreements, work procedures, and policies.
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
• All other duties as assigned.

Qualifications

• Associates degree in management or equivalent years of related work experience.
• 2+ years experience, with 2+ in a managerial capacity.
• Experience managing technical projects across teams in an organization.
• ITIL experience preferred.
• Highly developed analytical and problem-solving skills.
• Excellent attention to detail, team player.
• Results oriented and organized with the ability to plan and deliver against deadlines and the ability to motivate others to deliver.
• Must be legally eligible to work within the assigned country without visa sponsorship.

Requirements

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
• The requirements listed above are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.