Your Role and Responsibilities- Demonstrated understanding of enterprise software implementations, SaaS technologies, and SDLC.
- Ensure customer success and value realization by owning consistent, effective, and efficient resolution on critical escalations
- Develop, drive, and gain consensus on attainable remediation plans for technical escalations with clearly documented action plans and clear and consistent communication both internally and externally
- Ensure quality, cost-effective critical incident and escalation management delivery through continuous process and service improvement, balancing the needs of all stakeholders
- Drive continuous improvement in customer issue handling and resolution, mentoring on issue deconstruction and analysis
- Participate and provide data to weekly regional Technical Escalation meetings
- Build reports, data, metrics, dashboards, and presentations concerning the escalation process
- Lead weekly technical and account level escalation meetings
- Governance and adherence of Incident Reports (IR) and Root Cause Analysis (RCA) creation and delivery to customers within SLA
- Recognized by client facing teams as an expert in managing difficult/complex client situations.
- Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions.
Required Technical and Professional Expertise
- Must have ability to work and communicate effectively with executives, both internally and externally
- Strong relationship building skills, excelling in effective and persuasive presentation of concepts across many communication settings
- Demonstrated ability to translate complex customer needs into actionable/attainable plans
Preferred Technical and Professional Expertise
- Proactive self-starter with a client-focused attitude / DNA
- Process oriented; able to innovate and change process to be more efficient and create better outcomes more quickly
- Analytical skills, with the ability to identify themes within data and make data driven decisions
- Knowledge and application of IT services and financial management including budgeting cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support.