Description

You will own the service delivery relationship and customer experience for large, strategic accounts.

Responsibilities

• Orchestrate customer service delivery including inventory management, best practice guidance, support engagements, and training.
• Manage communications regarding support escalations, incident tracking, problem identification, root cause analyses, and issue resolution.
• Act as a customer advocate and liaison between internal teams including Sales, Support, Engineering, Product Management, Legal, Finance, and executive leadership.
• Conduct regular operational and strategic management reviews covering risk analysis, deployments, migrations, capacity planning, and expansions.
• Drive customer business priorities through analysis of environments, roadmaps, and IT initiatives.
• Collaborate with internal account teams to identify new business solutions and increase contract value.
• Coordinate implementations within prescribed change control windows.

Required Skills

• 5+ years of experience in account management or service delivery.
• Experience managing support escalations and incident tracking.
• Proficiency in problem identification and root cause analyses.
• Ability to drive issue resolution within strategic accounts.
• Strong background in working with Engineering and Product Management teams.
• Executive-level communication skills for stakeholder management.
• Any Graduate degree.

Key Skills

Education

Any Graduate