Responsible for all client IT communications and conflict resolution. Prime interface with client during outage and recovery management of all Severity 1 & 2 incidents (on call support 24x7 for Sev1).
Deliver incident reports to clients per SLAs.Coordinate change management requests / approvals with client and CNX operations.
Analyze outages; identifying trends and continuous improvement opportunities to reduce cost, reduce downtime, and increase customer satisfaction.
Address client concerns in an efficient and timely manner.Chair - Daily / Weekly / Monthly client calls, followed by written minutes and actions.
Assist IT solutioners in understanding an existing account’s complexity, technology infrastructure, and long-term strategy.
Partner with asset and pricing teams to develop cost effective solutions.
Deliver premier account monthly reviews to program and account management.Support business during client QBRs.Deliver IT initiatives in a timely manner, and within prescribed budget.
Leads or participates in technical reviews of any contractual commitments in concert with Concentrix’s legal, operations and business units.
Ensure technology SLAs are met.Drive velocity in service request delivery.Minimize technology costs.
Collaborate with innovation team to help drive perfect innovation CSAT score.
Mentor others to understand and model the Concentrix Culture.