Account Manager

4 weeks ago

Minneapolis, United States Comm-Works Holdings, LLC Full time

** Account Manager / Customer Advocate** **Job Category****:** Indirect Operations

**Requisition Number****:** CUSTO01345

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**Job Details** **Description** Comm-Works customers rely upon the Managed Services department on a 24x7x365 basis to manage their IT infrastructure and they have high expectations of the level of services provided. The Account Manager / Customer Advocate has ownership of the relationships between Comm-Works and a portfolio of our customers as well as with the associated internal teams. The Account Manager / Customer Advocate is responsible for being the voice of the customer to Comm-Works teams. The Account Manager / Customer Advocate must ensure alignment of the services we are providing and associated communication with the Comm-Works Operations and Sales teams. This role requires taking an end-to-end view of the services and seeking to be proactive in the continuous improvement of the services being provided. The Account Manager / Customer Advocate is expected to continually develop and strengthen the external and internal relationships. The goal is to create joint partnerships with the client and the Comm-Works teams through the Customer Advocates pro-active and personable interactions. **Essential Functions****:** * Review client SLA/SLO agreements as well as contracted scope commitments and escalate as appropriate when either the customer or Comm-Works is at risk. * Ensure that all customer records and required documentation is complete, accurate, and maintained throughout the duration of the contract. * Review service failures and confirm appropriate problem management actions are being developed and executed until completion. * Develop and maintain customized communication plans for each customer. Specific deliverables to include and are not limited to the following: + Meeting Agendas + Meeting Minutes + Task Tracking + Escalation Tracking + Renewal Tracking * Escalation point person for the customer, delivery and other associated Comm-Works teams and vendor partners. * Produce and maintain service improvement plans. * Add insight to the Quarterly Business Performance reports on areas of likely concern to the customer. Also provide value-add suggestions, including recommendations on actions to improve the customers environment under our management. * Supply the Quarterly Business Performance reports (QBR) to the customer and facilitate/lead meeting to review the reports. * Ensure we are delivering a client experience that is consistent with our service culture. * Be the Customer Advocate for Comm-Works Managed Services communications that directly affect the customer. * Identify opportunities to increase the number of services we are providing. * Confirm contract renewal activities are proceeding starting approximately 120 days before the contract end date and escalate all expired contracts to the Sr. Leadership team. **Required Experience/Education****:** * 3+ years of managing IT services customer relationships **Preferred Experience/Education****:** * ITIL v3 Foundation Certification * Technology Specific Certifications. * PMP, ITIL v 3 Foundation, Six Sigma, and any relevant technical certifications **Knowledge, Skills & Abilities****:** * Effective professional written and verbal communication using Microsoft Suite * Strong organizational skills * Ability to identify and focus on mitigation of issues/risks and management of commitments * Basic Comm-Works Managed Services tool usage, especially report generation * Strong influencing and negotiation skills * Strong rapport and relationship building skills with both internal individuals and external customers * Must be an effective communicator in difficult customer situations * Solid understanding of the technologies being managed for the customer * Solid understanding of how delivery provides the management services **Qualifications** **Skills** **Behaviors** **:** **Motivations** **:** **Education** **Experience** **Licenses & Certifications**

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