Serve as the primary point of contact for Select-level accounts, handling inbound customer requests for services, escalations, and general inquiries.
Coordinate with technical support and engineering teams to address issues and escalate complex cases when necessary.
Follow up on service requests to ensure prompt, accurate solutions are provided, and customers are satisfied with the outcomes.
Account Management and Relationship Building
Develop and maintain a positive relationship with Select level customers to foster customer loyalty and retention.
Keep Select-level customers informed on the status of their service requests and provide regular updates on service developments.
Identify potential service needs and communication opportunities for additional support or services to relevant account managers or sales representatives.
Work with the account management team to complete any potential cross-sell or upsell opportunities, collaborate with renewals specialists to assist with any client renewals
Documentation and Reporting
Maintain accurate records of all customer interactions and outcomes in CRM/CSM and ticketing systems.
Prepare reports on service request trends, response times, and resolution effectiveness for Select-level accounts, identifying potential areas for process improvements.
Document common issues and resolution procedures to enhance knowledge-sharing within the team.
Participate in ongoing training and development to stay up to date with industry best practices and company services.
Service Quality and Compliance
Objectives and Key Performance Indicators (KPIs)
Customer Satisfaction & Service Efficiency and Responsiveness
Maintain an NPS of 50 or above for Select-level accounts.
Ensure high customer satisfaction (CSAT) by providing prompt attention to issues and effective follow-up with clients.
Complete Strategic Business Reviews with identified clients within a defined cadence to ensure service adoption and utilization.
Service Efficiency and Responsiveness
Deliver timely responses and resolutions for Select-level customer requests.
Ensure all accounts are proactively contacted within defined cadence objectives as stated by management.
Retention and Relationship Building
Contribute to the retention and growth of the Select-level customer base by proactively managing service expectations and relationships.
Help achieve an annual Select-level customer retention rate of 95% or higher.
Achieve quarterly Net Revenue Retention of 101% or higher
What qualities you have
5 + years of related experience in IT and IT technical staff management.
Proven track record in Senior Service Delivery management with a focus on superior client satisfaction.
Extensive experience in network management, including Route/Switch/Firewall and Voice technologies.
Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements.
Demonstrated ability to work in rapid growth, dynamic, and transformational organizations.
Exceptional team player with outstanding interpersonal and communication skills (written and oral).
ITIL Foundation Certifications are highly desired or equivalent to ITIL experience.
Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management.
In-depth understanding of desktop, server, application, and network environments.
Minimum of a bachelors degree from a four-year college or university or equivalent experience.
Have strong communication skills (written, verbal, presentation)
Ability to follow and document standard processes and procedures
Ability to stay calm under pressure in a fast-paced environment, maintain a positive attitude, and quickly adapt to changing priorities and new technologies
Ability to work assigned shift and on call rotation
