Client Operations Manager - Enterprise Software Support

NLP Logix
Jacksonville, FL

Client Operations Manager -Enterprise Software Support

Onsite - Jacksonville, FL

NLP Logix is recruiting for a Client Operations Manager to join its growing team of IT and Business professionals. This position is for a full-time employee, and will be based out of Jacksonville, FL.


NLP Logix is a Data Science product and services company based in Jacksonville, FL that specializes in AI Solution Development, Machine Learning, and Advanced Analytics for a variety of use cases, industries, and customers across the United States.


NLP Logix strives to deliver an exceptional customer experience through cutting edge technology offerings, creative custom problem solving, and rapid delivery of our modeling assets to meet our customers’ needs.


The Client Operations Manager will work on our Client Operations Team under the general direction of the Director of Client Enablement. The ideal candidate will be data-centric, diligent in his/her desire to solve complex problems and will be passionate about continually improving the client experience for ongoing solution support. This will be a great opportunity to join a growing team and help set the foundational structure for the future of the Client Operations team.


Essential functions and responsibilities:

·        As needed, assist with Tier 2 advanced troubleshooting for issues as it relates to new deployments and ongoing solution support for our RPA, application development, analytics, data capture,

and modeling solution types

·        Interact with internal and external stakeholders to drive issue resolutions and ongoing continual service improvement

·        Track, monitor, and provide analytics on the Client Operations team performance as it relates to ticket throughput, backlog, SLA’s, escalation rate, downtime, etc.

·        Root cause analysis for active incidents and recently resolved incidents

·        Provide ownership of the NLP Logix P1 bridgeline process and communications

·        Continual review of service tickets to provide coaching to the team and enable continual improvement in our service operations

·        Serve as the initial escalation point of contact for client service concerns

·        Facilitate the monthly Service Review meetings with our clients

·        Follow up with clients on SLA breaches and any other service concerns

·        Drive the completion of any service-related or Client Operations improvement action items

·        Ownership of the Client Operations intake process for solutions that are approaching production go-live

·        Assist with creating the Client Operations Help Center articles

·        Oversee the transition of processes and tasks from our internal team to our offshore team

·        Track and communicate progress on Hypercare issue remediation to internal management and external stakeholders

·        Involvement in the testing phase of a Delivery project to initiate the Client Operations intake process and ramp up time for the Client Operations team

·        Career pathing and development for the Client Operations team members

·        As needed strategic planning for Client Operations team growth

·        Collaboration with the Release Manager to ensure issues are resolved within expected timeframes

·        In collaboration with Tier 2, perform problem management and ongoing identification of support optimizations (e.g., improved logging, additional alerting, automated resolutions, etc.)

·        Provide mentoring to Client Operations team members as it relates to advanced troubleshooting techniques and steps

·        Shadow the NLP Logix Development team and QA team as part of ongoing knowledge transfer, to identify improved troubleshooting and data QA methods, and to reduce internal escalations of

support issues

·        Maintain status updates and document incident remediation steps as part of tickets within the NLP Logix Support ticketing system

·        Document resolution steps for advanced troubleshooting within the NLP Logix knowledge base


·        Bachelor’s degree, preferably in Computer Science, Engineering, or another relevant field or at least 5-7 years of experience supporting enterprise software

·        ITIL certification preferred, but not required (required within 6 months of starting full-time employment with the Client Operations team)

·        Ability to understand the underlying data structures for complex systems and business processes, and ability to articulate this information to technical and business stakeholders

·        Preferred experience with writing intermediate SQL queries

·        Experience with basic troubleshooting for Microsoft Azure technologies (e.g., VM’s, Storage, Databases, Azure Insights)

·        Preferred exposure to .NET (C# Language), MS Azure, MS SQL Server, Oracle, Python Language

·        Resourceful, collaborative, articulate, team-player, puts others needs above own/servant leader

·        Desire for leading and growing a team (size of team and professional growth of individual team members)

·        Disciplined, organized, operates with integrity and humility

·        Strong interpersonal skills when interacting internally and externally

·        Aptitude for troubleshooting/problem solving, persistent and patient when working through problems

·        Aptitude for teaching others in efforts to cross-train and knowledge share, continual learner

·        Past team leadership experience

·        Likes a challenge, open to jumping in to troubleshoot when the team needs help

·        Observant of client/team dynamics (strong emotional intelligence)

·        Can handle pressure, deadlines, stressful situations (stays calm)

·        Able to/comfortable with interacting with different levels of the organization

·        Process-minded and desire for continual improvement, doesn’t accept status quo

·        Strong technical, analytical, and problem-solving skills

·        Strong active listening skills with a patient and thorough approach to critical thinking

·        Strong writing skills with attention to grammar

·        Ability and desire to drive change through high-energy, can-do attitude, comfortable working in a high-performance, entrepreneurial, open-door environment

·        Ability to track and maintain progress of tasks

·        Must have a positive attitude as a team player in a collaborative setting 

·        Willingness to quickly learn technology and systems required to complete the job (Teams, JIRA, Zendesk, Confluence, custom software solutions, etc.)


Our Values


NLP Logix believes “Data Science is a Team Sport.®” and encourages a spirit of cooperation and fosters an environment of professional growth where employees can exercise their leadership ability, creativity, technical competence, with an overall focus in helping NLP Logix fulfill its mission.


NLP Logix is an equal opportunity employer committed to establishing a diverse workforce.