Account Manager
4 weeks ago
** Account Manager / Customer Advocate**
**Job Category****:** Indirect Operations
**Requisition Number****:** CUSTO01345
Showing 1 location
**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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