• Lead, mentor, and manage a global/offshore CSR team to deliver consistent, high-quality customer support • Supervise a group of team resources and align your team’s activities/objectives with organizational business goals • Conduct regular 1:1s, performance check-ins, coaching sessions, and skills development training • Monitor and report on key support metrics (SLA, FCR, CSAT, backlog, productivity) • Collaborate with Customer Success to align on customer health, adoption, renewal risk, and proactive support opportunities • Analyze patterns in support requests to drive improvements in documentation, product functionality, and internal workflows

• Deliver white-glove customer service through phone, email, and chat channels. • Drive continuous improvement to the customer service experience by identifying and deploying enhancements to the customer service process. • Expand your financial services expertise as you develop deep subject mastery of equities trading, margin, and options.

• Handle all incoming tasks such as onboarding new customers, existing customer account inquiries • Provide day-to-day support to ensure incidents and customer requests are managed in accordance with quality standards • Ensure that the goals of the company are achieved • Provide telephone support

• Perform as the point-of-contact for obtaining IT Approvals for the procurement of IT hardware, software, and/or services via the Crane Chief Information Officer (CIO) Office and the Navy Information Dominance Approval System (NAV-IDAS) tool. • Perform Acquisition Management Specialists (AMS) and Acquisition Quality Managers (AQM) type functions by generating acquisition packages to support customer IT procurement requests. • Prepare NAVSEA/NAVSUP statistical acquisition reports. • Establish and maintains electronic and/or hardcopy data library of documents and work order files for documents received for processing. • Coordinate with various AMS and AQM personnel to support customer IT Approval procurement needs, and coordinate documentation as required. • Interface with customers/users across the departments to obtain requirements related to IT procurements; perform analysis to determine the best approval approach; gather information necessary to process requests; review current compliance areas and guidance to validate that the proposed procurement meets applicable policies and statutes; and input Information Technology Procurement Requests (ITPR)s into the NAV-IDAS system. • Perform requirements identification, solution determination assistance, strategies, justification write-ups, compliance element adherence/validation and documentation, and response to inquiries including defense of need or approach. • Support and/or perform actions required to assist customers in obtaining compliance in the various compliance areas. • Track all in-progress requests; maintain constant communication with customers; respond to rejections and questions on ITPRs; interface with the Crane CIO Office; work with the Crane Functional Area Manager group on Navy registration requirements and efforts; and work with customers and managers. • Perform requirements development/analysis and assist with generating documentation to obtain Navy level approval in order to procure servers and server software for use in RDT&E environments. • Review, follow-up and resolve errors during acquisition cycle. • Provide tracking and analysis of procurement data to provide recommendations to improve quality, schedule and efficiencies. • Participate in the development and maintenance of acquisition documents, and assists with the validation/verification, discrepancies/deficiencies resolution and accuracy/adequacy assessment of acquisition document requirements. • Ensure organizational adherence to FAR/DFARS/NMCARS to include NSWC Crane Acquisition Quality Assurance Guide. • Develop Procurement Data Packages (PDP) from line departments ensuring all pre-solicitation requirements are adequately addressed to prepare for solicitation.