Core responsibilities to include maintain the system health, reviewing customer SLAs and conducting review meeting with customers, keeping a track of customer consumption and reporting to both internal and external stakeholders, contribute towards renewals and prevent customer attrition
What you will do:
Own a portfolio of enterprise customers
Understand the customer operational needs, technical challenges and develop plans to address them
Ensure adherence to SaaS policies and procedures
Drive overall service delivery to success by keeping a balance between customer’s expectations and delivery realities
Provide customer escalation management for service issues and involve internal departments as required. Develop remediation plans for resolving escalation and drive the tasks in the remediation plan to closure.
Establish relationships with each customer that transcends the tactical delivery details, thu...