Job Description
Purpose
This role is responsible for maximizing customer satisfaction through effective contract delivery as well as generating revenue on Business as usual.
Key Missions
- Manages BAU activities on assigned accounts
- First point of contact for customers
- Manages customer complaints and escalations
- Builds customer intimacy at all applicable levels of customer organization
- Develops a deep understanding of customers organization
- Supports integration of new products or services
- Customer Relationship Management
- Contract & SLA Management
- Product/Service Request Coordination & Implementation
- Issue Resolution & Escalation Management
- Reporting & Performance Tracking
- Process Improvement & Collaboration
- Provides customer insights to sales for forecasting and updates