Managed Svcs Service Manager III

Responsibilities

• 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.
• Maintains and evolves critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society.
• 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.
• Issue and Escalation Handling: 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.
• Quarterly Business Review: Plays a role in delivery of QBR and QBR preparation.
• Identifies root cause and drives resolution on cross functional issues.
• Ledges 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.
• Scheduled Reports: Downloads required data and creates pre-defined reports as per defined schedule.
• Delivers reports to stakeholder group and answers questions pertaining to the report.
• Client Management: 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.
• Ad Hoc Reporting: Creates complex ad hoc reports, using insights from data exploration to build comprehensive reports with visualizations and insights.
• Contracts: 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.

Qualifications

• Experience in IT support or customer service roles.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of digital infrastructure and service management principles.
• Proficiency in Microsoft Office Suite.