Description

You will manage client relationships and oversee managed service operations to ensure service delivery and long-term account success.

Responsibilities

• Oversee customer activities related to Managed Service Operations and ensure SLAs are met across all service requests and projects.
• Conduct weekly, monthly, and quarterly business reviews by aggregating data to provide value-based recommendations.
• Act as the single point of contact for escalations, problem identification, and crisis management.
• Develop customer success plans, including critical success factors, metrics, and technical roadmaps.
• Liaise between the organization and customers for change control and major incident management.
• Provide internal reporting to executive management regarding service desk KPIs, escalations, and project status.
• Build and refine workflows for service lifecycles, including incident management and procurement.

Required Skills

• 5+ years of professional experience in account or relationship management.
• Direct experience with Incident Management and Change Control processes.
• Knowledge of Service Request workflows and lifecycle management.
• Familiarity with technical operations including Patching, Backups, and Procurement.
• Proven ability in Project Management and issue triaging.
• Strong data aggregation skills for preparing business reviews.
• Ability to manage complex customer escalations and crisis communications.
• Any Graduate degree.

Key Skills

Education

Any Graduate