Essential RESPONSIBILITIES and ACCOUNTABILITIES :
Establish and maintain effective, friendly, and professional contact with appropriate executives and customer resources within assigned accounts
Responsible for proactively managing relationships with assigned clients, and providing the highest level of customer satisfaction for all aspects of service delivery
Maintain effective working relationships with Managed Services management and staff at all levels to ensure the availability of services and focus on meeting customer needs
Act as primary liaison between client staff and Operation Center Management and staff; managing escalations from clients
Provide Pre-Sales support for new services and / or engagements.
Create, and manage detailed project plans for implementations / migrations.
Ownership and accountability for the successful delivery of assigned client engagements
Hold ongoing client meetings to maintain working relationship with customerâs Account team to develop new opportunities and services
Schedule resources for client activities with input from engineering managers
Identify, diagnose and communicate chronic issues with services and service delivery
Facilitate service delivery meetings (recurring and adhoc), in which recommendations and findings from engineering reviews are discussed.
Special Projects as assigned
Anticipates potential problems associated with client activity or service level trends.
Understand organizational resources, priorities, needs and policies and anticipate potential problems associated with client activity or service level trends.
The incumbent may be asked to perform other duties as apparent or assigned.
JOB SPECIFICATIONS - Knowledge & Skills :
2+ years of project management experience or equivalent
College Degree or equivalent experience
4+ years of customer service experience
Strong customer management, written and verbal communication skills.
Must be able to communicate effectively and tactfully with all levels of personnel, both verbally and in writing. Must be attentive to detail and understand written and verbal instructions.
Must be able to organize and schedule work effectively and work well under time constraints.
Ability to manage multiple, complex accounts
Must be able to work flexible hours, including hours beyond the normal schedule when necessary
Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.
Ability to work effectively and closely with all levels of management within and across the organization.
Must be able to maintain confidentiality
Must be able to work independently in the delivery and maintaining of services.
Enjoys a challenging yet rewarding environment.
Working Conditions / Environment & Physical Demands :
Required to work in an office environment with moderate noise and moderate temperatures.
Incumbent may be asked to perform other duties as required.
Sit for long periods of time.
May be required to work off-hours, weekend & holidays as needed.
Ability to handle multiple concurrent issues and remain calm under high pressure situations.
High Pace; High Impact, and Highly Demanding
Punctuality is critical; must make meetings and deliverables on-time
Monday â Friday 4am PST -12pm, or 3pm to 12am PST (Tuesday - Sat 7am â 4pm Manila / 8pm â 5am Manila)
Must be willing to work in Eastwood
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