Professional Services Manager at ITRenew (Kansas City, MO)

| Kansas City, MO
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Who You'll Work With:
The Professional Services Team provides customer facing services and support for ITRenew’s enterprise market customers. This team is passionate about all things Teraware. Specifically, how it is used and how we can improve our capabilities to make operational workflows and support more efficient and seamless to our customers. Your role will interact with internal product development teams and external customer technology adopters.
 
What You'll Do:
As a Manager for the Professional Services Team, you are responsible for the development, delivery, and support of a range of service solutions for ITRenew’s customers surrounding the use of the Teraware data sanitization platform.
 
Design and Project Management 50%
You will document and scope all projects prior to entering project execution phase.
You’ll work alongside our Account Management and Support Teams to review applicable content.
You specify and document all customer requirements and corresponding solution configurations.
You can identify and prioritize all project-related tasks while working with Project Managers to develop a timeline with high expectations to meet project deadlines.
You will successfully collaborate and work with a globally-dispersed team using collaboration tools, such as email, instant messaging, and teleconferencing.
 
Solution Engineering and Documentation 20%
Document Customer platform configuration and low-level product support needs.
Identify the go to market plan for fulfilling all customer requirements with Teraware/Terabot solutions.
Establish program milestones from brainstorming, specification, planning, test/pilot, deployment, and solution sustain work.
Develop training programs as needed.
Identify product maintenance needs.
Work as the liaison to the operations and support teams to resolve issues identified during the development and testing process, providing technical support and making design recommendations for fixes.
 
Support and Other 30%
You provide transfer of knowledge and technical support to support engineers, program managers and others ensuring that content is understood by the intended audience.
You will test and replicate issues, isolate the root cause, and provide timely workarounds and/or short/long term fixes.
You will be monitoring any support trends for assigned content.
Track and log critical issues effectively.

Requirements

  • Who You Are:
  • You are a leader, an innovator, a problem solver, a mentor.
    You know how to identify team requirements and build the team to support the requirements.
    You have proven experience leading support teams and understand Professional Services.
    >5 years experience as a team manager.
    You are well versed in the use of standard design templates and tools (Microsoft Office including Visio, Word, Excel, PowerPoint, and Project).
    You bring an uncanny ability to multitask between multiple projects, user support, training, events, etc. and shifting priorities.
    Demonstrated, in-depth working knowledge of compute systems, storage systems, routing, switching and other enterprise / data center building blocks for configuration and deployment.
    You possess professional and expert knowledge/experience with bringing a product or solution to market.
    You can travel to ITRenew internal, partner and customer events, onsite service jobs, roadshows, etc. to train and raise awareness to drive Teraware service adoption and sales. Up to 50% travel.
    You have Linux experience or certifications including CompTIA Linux+, Red Hat, etc.
    You’re experienced using Tool Command Language (Tcl), PERL, Python, etc.

Who We Are:
ITRenew (ITR) is an innovative, cutting edge global data security company dedicated to providing data center owners with maximally efficient and secure hardware decommissioning and destruction. The company is fueled by its proprietary software platform, which has been built over the past decade in collaboration with the largest public technology businesses in the world.
 
Leveraging this software, ITRenew fully integrates with its clients’ data center operations to provide best-in-class solutions for a wide array of hardware transition and end-of-life needs. As data usage grows exponentially across the world, ITRenew is positioned to play an increasingly important role in global Internet infrastructure ecosystem.
 
Check us out https://itrenew.com/
 
Our mission is to apply innovative solutions to data center hardware and information life-cycle management challenges, with real and measurable impact on data center productivity.

More Information on ITRenew
ITRenew operates in the Artificial Intelligence industry. The company is located in Newark, CA. ITRenew was founded in 2000. It has 501 total employees. To see all 17 open jobs at ITRenew, click here.
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