Information Technology For Development Jobs in Richardson, TX

Immediate need for a talented Senior SAP Basis Consultant. This is a 06+months contract opportunity with long-term potential and is located in Richardson, TX(Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID:26-06192

Pay Range: $60 - $62/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• SAP System Administration
• Manage and administer SAP ECC on HANA DB, SAP EWM, BW/4HANA,SAP Cloud Connector,Gateway, BTP,CPI, GRC,Solution Manager, and associated components.
• Perform system copies, refreshes, client administration, transport management, and daily monitoring.
• Maintain high-availability SAP environments including clustering, load balancing, and failover strategies.
• HANA Database Administration
• Perform HANA installation, upgrades, revision updates, backup & recovery, tenant management.
• Conduct HANA performance tuning, memory optimization, SQL plan analysis, and configuration for large-scale utility workloads.
• Upgrades, Migrations & S/4HANA Projects
• Lead SAP system conversions, OS/DB migrations, Unicode migrations, and S/4HANA greenfield/brownfield deployments.
• Expert knowledge of SUM, DMO, Maintenance Planner, and Upgrade Planner tools.
• Cloud & Infrastructure Expertise
• Manage SAP environments hosted on Azure, AWS, or GCP including infrastructure sizing and cloud migration strategies.
• Work with virtualization environments (VMware, Hyper‑V), Linux/Unix/Windows administration.
• Performance, Security & Compliance
• Perform deep-dive system performance optimization, kernel updates, and parameter tuning.
• Implement SAP security best practices, patching policies, and compliance standards (NERC, SOX, GDPR—based on region).
• Support audits and system hardening initiatives.
• Disaster Recovery & High Availability
• Architect, implement, and test DR strategies using HANA System Replication, backup/restore, and multi-site replication.
• Maintain 24/7 uptime SLAs critical to utility operations.
• Collaboration & Technical Leadership
• Provide expert-level guidance to Basis team members, developers, and functional consultants.
• Work closely with utility business teams to support billing, meter management, GIS, customer service, and field operations modules.
• Manage vendor coordination and escalation with SAP OSS.

Key Requirements and Technology Experience:

• Must Have Skills: SAP BASIS
• S4HANA
• Database Administrator
• 15–20 years in SAP Basis administration with deep hands-on experience.
• Strong expertise in:
• SAP ECC 6.0 (EHP upgrades)
• SAP S/4HANA (1809/1909/2020/2022/2023)
• HANA 1.0 & HANA 2.0
• SAP BW/4HANA, PI/PO, GRC, Fiori, and SAP Gateway
• SAP Router, Web Dispatcher, SLD, CTS/ChaRM
• SAP Cloud Connector,SAP Gateway
• Experience in SAP OpenText preferred
• Proficiency in Linux (SUSE/RHEL) and Windows environments.
• Experience with Azure/AWS cloud foundations, automation, and monitoring (Solution Manager, Focused Run).
• Prior experience in Utility Industry is highly preferred:
• Work Management ,Asset Management,
• Integration with GIS, Oracle systems, SCADA, and AMI platforms
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Ability to lead technical teams and drive mission-critical initiatives.
• Comfortable working in a 24/7 operations environment as needed.
• Bachelor’s degree in computer science, Engineering, or related field (preferred).
• SAP Technical Certifications in:
• SAP Basis
• S/4HANA Administration
• HANA Operations
• ITIL certification is an advantage.
• Implementation
• Enhancement
• Support

Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Title:Sr. Manager Data Governance

Location: Richardson, TX Hybrid

Duration: 6 months possibility of FTE conversion yes

JOB SUMMARY

This position incubates and establishes a leading-edge global Data Governance function to support business segments, corporate functions and the Digital & Technology stakeholders. The responsibility includes

• 
  
• Liaise directly with clients and account teams to provide strategic direction on implementation of data governance programs, best practices, adoption of standards, mast data management, and data quality improvement while leveraging leading-edge data governance tools and technology.
  
• Collaborate with and manage highly performing data governance and data management professionals that support occupier clients and account teams.
  
• Provide support on data strategy execution in the adoption of data products including enterprise data platform that provides game-changing analytics in the CRE industry.
  
• Serve as the data governance champion of strategic data products and supporting metadata and reference data.
  
• Implement and support data ownership and stewardship programs for stakeholders across the business to ensure that account teams adopt improved data governance and management practices.
  

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 
  
• Participate in the strategy, planning, and execution for Enterprise Data Governance at, focusing on Building Operations & Experience (BOE) business segment. Ensure the company has urgency, sensitivity and thought leadership for competitive capabilities around data.
  
• Demonstrated leadership experience in a large, complex, global organization, including the ability to effectively work and communicate across organizational lines. Ensure business stakeholder understanding, alignment and commitment to the objectives of the data governance and management program(s). Be the champion and evangelist for data, the business value, and the potential innovations. Be the trusted advisor to senior leadership and peers.
  
• Demonstrated experience in building relationships and leading high-performing teams with top talents around the world. Build a high performance environment and execute a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment, communicating vision/ values/ business strategy and managing succession and development planning for the team.
  
• Collaborate with partners across business segments/ business lines, regions and accounts to develop consistent data governance capabilities at all levels, influencing decisions relating to policy, practices, supporting technology, and talent development.
  
• Establish leading data management practices and shared services relating to data quality, data provisioning, metadata, lineage, reference data, issue management and change management.
  
• Implement data governance as commodity services that could be leveraged by various clients in different industries. Understand clients' appetite and risk culture in day-to-day support activities and decision-making.
  
• Establish account team data governance programs. Define data domains and implement business oversight via essential data governance organizations and RACI (i.e. central data governance function, Data Ownership and Stewardship Program, etc.). Establish data standards, policies and controls. Design and implement the framework, including associated processes, necessary to sustain a data control environment. Monitoring compliance with data policies and standards
  
• Establish account team and cross-account data quality framework necessary to enable data quality reporting, issue identification, remediation and tracking, ultimately ensuring trust and confidence in data across domains.
  
• Guide the client accounts to adopt the strategic data products including existing account migrations and new account transitions. Manage data to support and its clients' business intelligence and scale appropriately with business growth.
  
• Experience in leading and driving leading-edge data innovation initiatives including big data, cloud computing, IoT, data virtualization and federation, etc., is a plus.
  
• Create and implement strategic approaches, plans, timelines, preparation of business cases to ensure expedited handling of client data protection, and other data compliance and security requirements.
  
• Develop and implement metrics needed to monitor/ report on data governance and data management progress
  
• Develop communication approaches and change management strategies; determines presentation focus and emphasis and prepares board-level presentations.
  
• Performs other duties as assigned.
  

SUPERVISORY RESPONSIBILITIES

Manages the planning, organization, and controls for a major functional area or department. Position will be responsible for managing direct reports across the Americas region and working with peers across all regions, requiring flexibility in schedule. May also be responsible for matrix reports. This position requires subordinates' recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination. Effectively recommends same for direct reports to next level management for review and approval. Monitors appropriate staffing levels and reports on utilization and deployment of human resources. Leads and supports staff in areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention. Leads by example and models behaviors that are consistent with the company's values.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

Bachelor's degree (BA/BS) from four-year college or university and a minimum of eight years of related experience and/or training, including five years of experience at the management level.

• 
  
• 5 or more years of progressively responsible management positions in complex organizations required. Demonstrated success with high visibility projects, leaders in technology use and development, change management, budget and business case development and staff development.
  
• 5 or more years of related experience in related industry; commercial real estate management preferred.
  
• 7 or more years of data management related experience such as data analysis, data governance, enterprise information management, data modeling, and data quality management. analytics experience desired, i.e., data visualization, data analytics, data mining, business intelligence, etc.
  
• Candidates must have experience working in large organizations with geographically dispersed teams and complex technical environments.
  
• Experience in dealing with internal and external customers, service providers and vendors. Must be able to manage competing priorities. Needs to be resilient; resolving conflicts quickly to achieve desired business results.
  
  

• 
  
• Bachelor's degree in business administration, Information Management, MIS, Business Intelligence and Data Science, Library Science, Computer Science or related fields; advanced degree preferred.
  

CERTIFICATES and/or LICENSES

None

COMMUNICATION SKILLS

• 
  
• Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.
  
• Ability to establish and maintain a high level of customer trust and confidence in the overall information and analytics space
  
• Excellent oral, written, and presentation communication skills. Strong negotiation and group facilitation skills; ability to move a process forward, while meeting the needs of a variety of clients.
  
• Excellent collaboration, influence and leadership skills. Ability to work with various levels of peers including analysts, developers and executives regarding complex business and data related issues.
  
• Relationship management skills that include excellent listening and consultative capability, the ability to influence and negotiate with business and technology partners to drive change, and the ability to take a broad perspective and make key connections
  

FINANCIAL KNOWLEDGE

• 
  
• Requires basic knowledge of financial terms and principles.
  
• Participates in complex financial/business analysis and report reviews prepared peers or leaders.
  
• Manages to and oversees department budget.
  

REASONING ABILITY

• 
  
• Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.
  
  • 
    
  • Understanding of global organizational design and the ability to shape and drive large-scale, cross-functional programs around people, technology, processes, and tools.
    
  • Demonstrated ability to balance long-term strategy with quick wins.
    
  • Demonstrated ability for strategic influencing and education of cross-functional stakeholders about the strategic importance and value of data governance
    
  • Excellent managerial skills; collaborative, imaginative, resourceful, reliable, technically savvy.
    
  • Superior analytical and creative problem-solving skills. Demonstrated successes in data analysis, drawing conclusions and improvement. Apply listening and consultative skills to understand business needs; be able to interpret requirements, identify impacts and analyze problems to determine impacts to business processes across the organization.
    
  • Ability to work well under deadlines, ability to work in a multi-tasking production environment to make good judgments about competing priorities.
    
  • Ability to tell a story to explain or sell a concept.
    
  
  
  

OTHER SKILLS and/or ABILITIES

• 
  
• Utilizes an entrepreneurial approach and develops innovative solutions.
  
• Ability to write business cases, process maps, presentation materials and articles using distinctive style.
  
• Ability to make effective and persuasive presentations on complex topics across various levels of leadership
  
• Expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment.
  
• Ability to use strong conceptual and analytical skills to generate insights and recommendations.
  
• Demonstrated information management and quantitative skills, including working knowledge of IT infrastructure, various technologies/ platforms, and aligned vendor solutions with enterprise strategic priorities.
  
• Experience managing small to mid-size teams and delivering results.
  
• Thorough knowledge of cutting-edge data management tools, industry advances, etc.
  
• Superior project management/ consulting and leadership skills. Demonstrated ability to facilitate complex, mission critical projects and to develop, participate in and guide multi-disciplinary work teams. Manage task timelines and deliverable schedules and share concerns about deliverables, timelines, and issues with Data Governance services or deliverables.
  
• Superior ability to manage, manipulate and analyze raw data, draw conclusions, and develop actionable recommendations using technology. Articulate the issues and resolutions via business-friendly communications. Serve as primary day-to-day contact for regional data management issues.
  
• Advanced understanding of data quality management. Knowledge of data governance and how it impacts business processes.
  
• Knowledge of master data management in a global environment, including data lifecycle and maintenance processes.
  
• Skills in MS Visio, Word and PowerPoint is a plus.
  
• Experience with reference data management tools at including Collibra, MS Excel, SQL query, etc., is a plus.
  
• Software development lifecycle knowledge, with background in agile philosophies and
  

Job Title – Embedded Software Design Engineer - Avionics/Aviation

Location – Plano, Texas

Job Type: Full-Time

Job Description:

The work involves understanding an existing Arm-based SoC embedded software code base-including setting it up, building it, and running it. And bringing up the code and existing documentation to DO-178C DAL A standards to cover the entire safety-critical software development lifecycle: requirements, design, and test. As well as requirements traceability and configuration management.

Must have experience:

• 7+ Years experience as Embedded Software Design Engineer

• Software Development Lifecycle (SDLC) per DO-178C DAL A Safety Critical Standards

• Software Requirement Capture & Analysis

• Software Architecture & Design

• Traceability

• Updating Source Code to DO-178C

• SDLC Reviews

• DAL Level A Software Development Lifecycle Documentation

• Protocols - Ethernet, SPI, RS485, CAN, I2C, Pre-SOI Audit Experience

• Design Analysis & Report Preparation, Resolving issues

• DOORS, Git, Matissa, MS Visio, AMD Vitis, ARM C Compiler, Lauterbach Trace32

Job Summary:

We are seeking an experienced Embedded Software Design Engineer to support development and compliance of an Arm-based SoC embedded software platform in accordance with DO-178C DAL A safety-critical standards. The role involves understanding and maintaining an existing code base, performing software requirement analysis, architecture design, and ensuring complete lifecycle compliance including traceability, documentation, and configuration management.

Key Responsibilities:

• Understand, build, and maintain the Arm-based SoC embedded software code base.
• Ensure software development follows DO-178C DAL A safety-critical SDLC processes.
• Perform software requirements capture, analysis, and traceability.
• Develop software architecture and detailed design documentation.
• Update and maintain source code to meet DO-178C compliance.
• Support SDLC reviews and Pre-SOI audit activities.
• Prepare design analysis reports and resolve technical issues.
• Maintain requirements, design, code, and test traceability.
• Support configuration management and documentation activities.

Required Skills:

• 7+ years of experience in embedded software design and development.
• Strong experience with DO-178C DAL A safety-critical software lifecycle.
• Experience with software architecture, design, and requirement analysis.
• Knowledge of communication protocols: Ethernet, SPI, RS485, CAN, I2C.
• Hands-on experience with DOORS, Git, Matissa, MS Visio.
• Familiarity with AMD Vitis, ARM C Compiler, and Lauterbach Trace32.
• Experience with SDLC documentation and Pre-SOI audit processes.

• 
  
• Python
  
• AWS (ECS)
  
• Splunk
  
• New Relic
  

• 
  
• Ability to provide quality, error free work in a fast-paced environment.
  
• Ability to work independently with minimal on-site supervision.
  
• Excellent phlebotomy skills to include pediatric and geriatric.
  
• Flexible and available based on staffing needs, which includes weekends, holidays, on-call and overtime.
  
• Committed to all Policies & Procedures including Company dress code, Employee Health & Safety, and Everyday Excellence Guiding Principles.
  
• Must be able to make decisions based on established procedures and exercise good judgment.
  
• Must have reliable transportation, valid driver license, and clean driving record, if applicable.
  
• Travel and flexible hours required to work multiple locations and required to cover at Patient Service Center/In-Office Phlebotomy locations with minimal notice.
  
• Capable of handling multiple priorities in a high-volume setting.
  
• Must demonstrate Superior Customer Focus; ability to communicate openly and transparently with peers, supervisors and patients; ability to accelerate and embrace change; and knowledge of our business.
  

SUMMARY

The Director of Clinical Services plans, coordinates, implements high quality care through analysis and evaluation of multiple methods and tools that measure quality, such as the Network Performance Measures, USRC Clinical Quality Reports, policies, procedures, and directives. This position assumes a proactive role in adhering to guidelines, policies, procedures, and directives and collaborates with Clinical Specialists, Facility Administrators, and clinic staff to ensure compliance with company policy, Federal and State agencies.

Essential Duties and Responsibilities include the following. Other duties and tasks may be assigned.

GROWTH

• 
  
• Oversight of guidance provided to the facility teams by the Clinical Specialists within assigned regions.
  
• Work with regional operations management to assist with the opening of denovo facilities and transitioning acquired facilities.
  
• Evaluate trends in clinical data and provide guidance to Clinical Specialists to prepare for educating the facility staff on the effective and efficient use of company resources, (i.e. supplies), safety and risk reduction, and the best methodologies to achieve.
  
• Evaluate readmissions, hospitalizations, and catheter rates to identify opportunities to improve treatment rates and decrease infections and missed treatments.
  
• Work with Clinical Specialists toward the achievement of monthly, quarterly and annual projections based on clinical outcomes and management objectives.
  

• 
  
• Develop, implement, and monitor quality of care processes for program regulatory compliance in accordance with Company goals.
  
• Ensure clinical processes in assigned USRC facilities are maintained in accordance to company policy and federal, state and local regulations. Review audits performed by Clinical Specialists in assigned facilities. Ensure findings are reported to the Facility Administrator and regional management teams and POC is developed and implemented appropriately. Report delays in the execution of the POC to the VP of Clinical Services and RVP as indicated.
  
• Assist with the development of quality goals and measures by reporting field requests and trends in data to the VP of Clinical Services. Responsible for positively impacting clinical outcomes by working collaboratively with the clinical and local management.
  
• Oversee Clinical Specialists in achieving program target goals for patient outcomes in accordance with quality patient care and Company goals at assigned clinics.
  

OPERATIONAL READINESS

• 
  
• Knowledge of and remain current with technology, federal, state, local laws and regulations.
  
• Knowledge of state specific education requirements. Collaborate with policy development committee with the purpose of developing state specific policies, where indicated.
  
• Assist Clinical Specialists as needed to support clinics with remaining in compliance with all applicable federal, state, and local laws and regulations by conducting internal clinical audits. Ensure audits are scheduled in an efficient manner taking travel, the clinic's regulatory health and required resources into consideration.
  

• 
  
• Provide guidance to local/regional teams and Clinical Specialists in the implementation of the ESRD Emergency Preparedness regulations.
  
• Provide written follow up on any deficiencies for all internal audits and state and federal surveys to Facility Administrator, RVP and VP of Clinical Services.
  
• Evaluate patient care data to ensure that care is provided in accordance with clinical guidelines and organizational performance standards. Report issues to Facility Administrators and regional management.
  
• May participate in Policy and Procedure committee to create and maintain clinical, education and QAPI policies.
  
• Review regional trends in Incident Reports and identify educational opportunities in response to identified patterns. Ensure the process for reporting events to the state(s) are effective, where indicated.
  
• Evaluate types, frequency and facilities required to complete Network projects. Ensure Clinical Specialists offer education to address if patterns exist.
  
• Participate in actual disaster planning and response team efforts as needed.
  
• Support Clinical Specialists and collaborate with Home department leadership to assess how the Clinical Services team can assist. Discuss need for policy/procedure revisions with VP of Clinical Services.
  
• Serve as the regional resource person for involuntary discharges (IVD) and managing grievances. Ensure VP of Clinical Services aware of all IVDs and grievances that cannot be resolved at the local level.
  
• Be familiar with emergency operational procedures.
  
• Use appropriate safety measures including personal protective equipment, as necessary.
  
• Be familiar with OSHA regulations.
  

• 
  
• Understand, lead, and promote the Company's mission and philosophy relating to ethics, integrity, safety, corporate responsibility and objectives.
  
• Communicate with VP of Clinical Services and regional management on a consistent basis regarding the status of each clinic in the region.
  
• Maintain collaborative working relationship with Facility Administrators and regional management. Partner with Facility Administrator(s) and regional management to ensure clinic needs are met.
  
• Acts as liaison with Medical Directors and physicians to coordinate quality patient care.
  
• Maintain a positive/collaborative relationship with physicians, state agencies and the community.
  
• Actively promote GUEST customer service standards; develop effective relationships at all levels of the organization.
  
• Respond effectively to inquiries or concerns.
  

• 
  
• Identify specific training needs of assigned region and communicate findings to VP of Clinical Services.
  
• Developed corporately and included in CS JD. Develop and implement clinic based in-service programs as directed or requested.
  
• Developed corporately and included in CS JD. Responsible for professional development of each Clinical Specialist in assigned region including appropriate orientation to the role upon hire.
  
• Supervise the hiring of clinical services staff as needed in collaboration with VP of Clinical Services and Human Resources Department.
  
• Maintain effective personnel management and employee relations, including evaluating the performance of all Clinical Specialist personnel; approving and submitting time worked and counseling and disciplining employees.
  
• Uphold management goals of corporation by leading staff in team concepts and promoting a team effort.
  
• Effectively communicates expectations; accepts accountability and holds others accountable for performance.
  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Requirements include:

• 
  
• Current RN or LVN/LPN license in applicable state. License must be maintained as current and in good standing.
  
• Minimum of two (2) to five (5) years prior clinical/dialysis management experience of a multi-site health care provider.
  
• Three (3) years' experience with performing adult education preferred; knowledge of creative solutions to the challenges of adult learning, education and continuing education is required.
  
• Must have extensive knowledge of dialysis industry standards and regulations governing ESRD facilities.
  
• CNN or CHN certification required within two (2) years of accepting position.
  
• CPR certification required within 90 days of hire.
  
• Valid driver' license in applicable state. License must be maintained as current, without restrictions and good driving record.
  
• Excellent leadership, team building and coaching skills.
  
• Strong public relations skills for dealing with physicians, agencies, surveyors, etc. are valuable.
  
• Demonstrated analytical and problem-solving skills are required. Ability to read, analyze and write reports.
  
• Ability to manage multiple projects and direct reports in multiple locations.
  
• Must have basic computer skills, including Microsoft Office (Word, Excel, Outlook); proficiency in all USRC clinical applications required within 90 days of hire.
  

All Full Time employees are eligible for the following benefits:
* Medical / Pharmacy
* Dental
* Vision
* Voluntary benefits
* 401k with employer match
* Virtual Care
* Life Insurance
* Voluntary Benefits
* PTO
All Part Time employees are eligible for the following benefits:
* 401k with employer match
* PTO

Wireless CCTV, LLC (“WCCTV”) located in Richardson, Texas, is a subsidiary of Wireless CCTV Ltd originally established and located in the UK. WCCTV is the market leader for rapid deployment, mobile surveillance systems specifically designed to deliver video securely and efficiently via 4G LTE networks. ( ).

The Company prides itself on developing innovative, customer-focused products and providing world-class customer support services. The Company's range of video surveillance solutions includes:

• Rapid deployment pole cameras
• Mobile surveillance trailers
• Time lapse video services

The Company is looking for an experienced Customer Service / Sales Order Administration Supervisor who is looking for a challenging and diverse role in a small but fast-growing business environment. You will enjoy a “hands on” role focused on providing best in class customer service by building strong customer relationships while maximizing the value of WCCTV’s products and services.

Full-time position with work hours of Monday through Friday, 8:00 am to 5:00 pm and located onsite at our U.S. headquarters in Richardson, TX.

Customer Onboarding / Sales Order Administration

• Supervise Customer Success Representatives responsible for the onboarding and ongoing support of all new and existing customers.
• Serves as the primary point of coordination between customers and internal teams to ensure a smooth, efficient onboarding experience. Ensure orders are reviewed, validated, and processed within defined SLA timeframes while maintaining a high level of accuracy and consistency.
• Ensure internal staff are clearly communicating to customers the onboarding process, timelines, and next steps after placing an order ensuring that they have access to all required systems, documentation, and support resources.
• Coordinate closely with Service, Production, and Operations to confirm site details, order requirements, deployment readiness, and scheduling.
• Ensure staff members communicate order updates and/or changes to both internal teams and customers in a clear and timely manner.
• Ensure customers are followed up the next day following installation.
• Ensure accurate records, reporting, and visibility into onboarding status, account activity, and SLA performance within the ticketing system.
• Identify and resolve onboarding issues that could impact deployment timelines or customer satisfaction and serve as point of escalation as required.
• Monitor customer feedback and onboarding metrics, using data to continuously improve the onboarding experience.
• Support continuous improvement of onboarding processes, workflows, and documentation to improve efficiency and client experience.
• Implement and refine customer success tools and technologies to enhance efficiency and effectiveness.

Ongoing Customer Support

• Ensure that internal staff respond to all incoming calls and emails from customers and timely assistance is provided on their WCCTV surveillance equipment.
• Monitor ticket queue ensuring internal staff are initiating action on all tickets, monitor closure and ensures compliance for ticket resolution and response times meet established SLAs.
• Evaluate common areas/topics where customer questions arise and identify additional support and/or refresher training as needed.
• Analyze customer inquiry data to identify trends and insights, driving improvements in customer support processes and strategies.
• Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas & challenges. Advocates for customer needs internally, influencing product development and service offerings.

Supervisory Responsibilities:

• Effectively train, manage, and develop staff ensuring successful delivery of the customer success function, including agreed KPI’s.
• Responsible for the hiring, discipline and training of assigned staff in conjunction with Department Manager.
• Review time off requests and ensure adequate staff levels are in place at all times.
• Monitors staff performance ensuring all customer service level agreements (SLAs) are met or exceeded.
• Establish KPIs for staff, evaluate performance against KPIs and job responsibilities and conduct quarterly performance reviews. Takes remedial action as required if an individual’s performance does not meet the required standards.
• Conducts regular team meetings and 1-2-1s with direct report lines.
• Identify & implement improvements within the team to ensure efficiencies within all processes.

Education and Experience Requirements:

• High school degree or equivalent required; Associate degree in Business, Management or related discipline preferred.
• Minimum of four to six years of customer call center or customer facing help desk experience supporting technology related products required. Previous customer onboarding experience preferred.
• Two to three years of previous supervisory experience within a help desk, call center or related operation required.
• Previous experience working cross-functionally with Sales, Operations, Production advocating for customers.
• Proven track record of successfully developing and executing customer success strategies.
• A passion for helping customers succeed and a commitment to delivering exceptional service.
• Strong leadership and supervisory skills, with experience leading high-performing teams.
• Effective computer skills to include Microsoft Office, service ticketing systems, knowledge base, ERP and related computer software required. Experience with Zoho preferred.
• Experience developing, tracking and evaluating customer success performance metrics.
• Ability to multi-task, demonstrate initiative and focus on delivering high quality results leading to improved customer satisfaction.
• Strong problem-solving skills, analytical, and a proactive approach to addressing customer needs.
• Strong time management, organization and problem-solving skills required. Ability to work under pressure and with shifting priorities is a must.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with employees, customers, and internal teams.

Compensation and Benefits:

• Competitive salary range of $60,000 to $63,000 per year depending upon experience.
• 10 days paid vacation (increases with length of service) + seven (7) paid Company holidays.
• Company provided medical, dental, vision, FSA and life/AD&D insurance plans.
• 401k Plan with Company match of up to 4% and immediate vesting.

WCCTV is committed to the success of its employees and demonstrates this through our development of people. The successful candidate can expect to receive comprehensive training, coaching and support as well as opportunities for advancement.

WCCTV is an Equal Opportunity Employer.