Managed Svcs Service Manager III
About The Position
Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding. Supports customer account base up to and including high complexity and strategic global accounts. Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation and problem solving. Monitors churn risk and proactively engages to reduce service-related churn within region or globally. Supports/enables non-standard customer requirements independently. Proactively identifies trends with Customer in globally and methods to improve Customer experience.
Requirements
- Post-sale tactical issue resolution
- Acts as point of contact with customer on executive escalations or issues independently
- Prepares and delivers post mortem reviews when appropriate
- Plays a role in delivery of QBR and QBR preparation
- Identifies root cause and drives resolution on cross functional issues
- Leads account team in developing customized QBR materials as appropriate
- Project manages resolution of follow up actions from QBR's
- Develops, manages and delivers on a service improvement plan
- Downloads required data and creates pre-defined reports as per defined schedule
- Delivers reports to stakeholder group and answers questions pertaining to the report
- Reaches out to client(s) to clarify requests
- Makes recommendations of what data should be explored and debriefs with client to explain data insights and confirm report
- Creates complex ad hoc reports, using insights from data exploration to build comprehensive reports with visualizations and insights
- Prepares contract documents for execution, provides inputs to legal if leveraging lawyers; resolves standard contractual claims and disputes (e.g. change orders) by gathering information and preparing materials from comparable situations to address claim
Responsibilities
- Account Support
- Issue and Escalation Handling
- Quarterly Business Review
- Service Improvement Plan
- Scheduled Reports
- Client Management
- Ad Hoc Reporting
- Contracts
Benefits
- Employee Assistance Program
- Health insurance
- Life insurance
- Disability insurance
- Voluntary plans
- Retirement plan
- Paid Time Off (PTO)
- Paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
