Tangoe Work Values

Daily Duties at Tangoe:

Led Western Region service delivery organization for this global telecom expense management company. Managed the successful delivery of contracted solutions, customer success, strategic business reviews, renewal support and contract management functions tied to over $90M in annual revenue; 200 employees, supporting 14 disparate software platforms. ◆ Designed and implemented a customer experience manager program providing customers with a single point of contact focused on delivering and advocating for their customers across numerous functional and technical entities. ◆ Adopted “Service Now” to improve customer experience, business processes, as well as visibility and KPI reporting. ◆ Established key Operations metrics and enabled tracking via SharePoint – Metrics included Customer Satisfaction indicators, Credits and Concessions, Business Reviews, Escalations, Service Improvement Plans. ◆ Created delivery efficiencies outsourcing standard tasks (India and China) and greater available tool utilization. ◆ Jointly led organizational restructuring effort to put best possible delivery structure in place for our customers as well as the business. ◆ Established methodology to segment customers into different groups and created guidelines for supporting each group while delivering the services according to the contract.

What they like about Tangoe:

You give high priority to hiring firms with prestige. Market reputation and prestige of a firm may be determined through on-line research, and conversations with individuals working in your target industry. Note that firms "in the public eye" receive a great deal more critical publicity and attention than those operating with more anonymity. So as you assess your employment opportunities, be sure to seek out the positive aspects of the firm's reputation in addition to noting negative publicity the company may have received.

Tags

Service Delivery, Cross Team Collaboration, Escalation Management, Change Management, Tactical Operations, Strategic Planning, Process Improvement, Program Management, Servant Leadership, Mobility Management, Metrics and KPI Development, Sales Support, Customer Experience, Value Creation and Communication, Service Excellence

Skills

Team Leadership, Microsoft Office Suite including Teams, Problem Solving, Succession Planning, Employee Coaching and Mentoring, Process Analysis and Improvement, C-Level Communication, Common Sense, Proactive Communication, Leading by Example

These are some of the questions we asked our climbers about their experiences with Tangoe: