| 詳細内容 | Key Responsibilities:
o Develop and maintain strong, long-term relationships with key customers.
o Act as the primary point of contact for customer operational issues and inquiries.
o Understand the customer's business goals and technical environment to provide tailored support.
o This is a directly customer funded role who leads deliver of this service.
o Provides reactive support and builds a relationship with the customer’s operational team(s), typically Customer Experience Centers, Service Operations or Network Support organizations.
o Co-ordinates all areas of the company to assist the customer in resolving their incidents as quickly as possible, maximizing availability. Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
o Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers, High Touch Engineers) to maximize availability and increase the customer’s operational efficiency.
o Leads the operational section of the Monthly Business Review (MBR) and Quarterly Business Review (QBR), building trust, articulating value and providing point of view.
o Develop and maintain strong relationship with customer and other the company teams.
o Possess detailed knowledge of customer’s infrastructure, critical sites, operating procedures as agreed upon with customer.
o Work closely with Day 1 Project engineering, BCS engineering, and System Engineering teams to provide input and guidance on technical operational issues and stay across all running and upcoming projects.
o Lead and drive cross functions, internal and external on critical outages and complex issues at the network level not just device level, turning around critical issues and customer sentiment the company`s Confidential
o Lead Root Cause Analysis (RCA) on escalated or recurring issues (problems) and driving discussions with the customer in RCA and PIR (Post Incident Review) readout sessions.
o Attend weekly/bi-weekly case review calls to drive resolution on reactive break/fix issues. |
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