Position Compensation - Base Salary- $95,000.00-$100,000.00/ year
Performance Bonus - $5,000.00 annually
Position Overview
DeltaTrak is seeking a Cloud Managed Services Manager to lead its Technical support team to manage cloud data services, customer onboarding, enablement, training, reporting, integrations, and advanced diagnostics. The Technical Support team also provides first-line customer support, device troubleshooting, and quality-compliant issue resolution.
Cloud Managed Services Manager will work closely together with the operations, quality and engineering escalation teams, to deliver a seamless end-to-end customer experience across DeltaTrak’s cloud platform and connected devices.
Key Responsibilities
Leadership & Service Ownership
Leadership & Service Ownership
· Lead Cloud Services, Managed Services, and Customer Technical Support teams
· Define roles, responsibilities, escalation paths, and performance expectations
· Act as primary escalation point for customer issues
· Ensure clear and professional customer communication
Cloud & Managed Services
· Provide customer support for cloud platform issues; escalate complex cases to engineering
· Deliver 24/7 monitoring, risk detection, and real-time intervention
· Lead customer onboarding, setup, and production readiness
· Conduct training on platform features and reporting
· Perform advanced diagnostics using logs, metrics, and database queries
Customer Technical Support
· Oversee first-line support for applications and connected devices
· Ensure timely issue handling and troubleshooting
· Manage escalation of complex issues
· Maintain compliance with ISO 9001, GMP, and QMS standards
SIM Management & Reporting
· Monitor SIM health, usage, and billing
· Identify anomalies and cost optimization opportunities
· Ensure accurate and timely customer reporting (automated and custom)
· Support audits, reviews, and business reporting needs
Cross-Functional Collaboration
· Work closely with Engineering, QA, Product, Sales, Marketing, and Operations
· Share customer insights to drive product improvements
· Support product releases and go-to-market readiness
Operational Excellence
· Manage service tools, ticketing systems, dashboards, and KPIs
· Maintain documentation, SOPs, and escalation workflows
· Drive continuous improvement in service quality and efficiency
Success Metrics
· High customer satisfaction (CSAT/NPS) and fewer escalations
· Strong SLA performance and faster issue resolution
· Successful onboarding and increased platform adoption
· Reduction in recurring issues (platform, SIM, devices)
· Accurate SIM billing and reporting
· Positive audit outcomes and strong team performance
Success Metrics
- High customer satisfaction (CSAT/NPS) and reduced escalations
- SLA compliance and improved mean time to resolution
- Successful customer onboarding and increased platform adoption
- Reduction in recurring platform, SIM, and device-related issues
- Accurate SIM usage and billing visibility with fewer discrepancies
- On-time, accurate delivery of customer reports
- Strong audit outcomes for ISO/GMP compliance
- Healthy team engagement, retention, and performance
Qualifications
- Bachelor’s degree or equivalent practical experience.
- 7–12 years in cloud services, SaaS operations, managed services, or technical support.
- 3–7 years leading technical and customer-facing teams.
- Have user experience is using CRM system like SalesForce
- Strong understanding of cloud platforms, APIs, SaaS applications, and incident management.
- Ability to analyze system data and query databases to support troubleshooting.
- Strong understanding of customer needs
- Experience with service management tools (Zendesk, Jira Service Management, ServiceNow, etc.).
- Experience operating in regulated or quality-controlled environments preferred.
Pay: $95,000.00 - $100,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
