Job Description

You will be a primary contact and trusted partner for a portfolio of Enterprise level customer accounts, working with our Support, Development and Operations teams on our SaaS based released products. In addition to supporting our customers, you will have the opportunity to develop a very successful career through partnering with other areas of the business and developing new skills in one of the fastest growing areas of technology.

• The relationship manager between the customer and all things related to the support team.
• Helping the customer to escalate issues that are of high priority so that they are resolved as quickly as possible
• Meeting with customers weekly/biweekly
• Sending out the notes with the actions for you and the customer to follow-up on
• Presenting their support issues in an organized manner and be able to speak to the issues
• Attend/assist in quarterly business reviews when asked
• Work within our Support Organization as the main point of contact for top tier customers
• Build personalized strong, trusting relationships with your customer’s operational and executive teams
• Be the main point of contact, concierge and advocate for your Customer’s Support needs
• Coordinate appropriate resources (cross functionally) to achieve resolution of customer priority issues based on business needs and release strategy
• Report metrics and case management updates to team and management, monitoring and reporting on SLAs for strategic accounts
• Identify, monitor and report trends, create and manage go-to-green plans
• Create, implement and enhance internal reporting, and other processes to optimize the customer experience
• Host and facilitate weekly, monthly and quarterly operational and business review meetings, working closely with the accounts Customer Value Manager and other engaged resources
• Coordinate feedback to product management and development teams
• Project manage customer upgrades, communicate product updates, upgrades and new features around our three major releases per annum.
• Maintain your knowledge of our Product and Services through continuous learning and periodic mandatory trainings
• Handle a Duty Manager rotation, serve as escalation contact for high-priority tickets including overall triage and management

Required Knowledge, Skills, and Abilities

• Is fluent in English and ideally speak another European language with French or German a preference
• Strong and demonstrable experience in a technical support or consulting role
• Is certified in project management (Prince2 or PMP) a plus
• Has our platform knowledge or another SaaS platform
• Is an excellent communicator, empathetic and has strong presentation skills
• Shares knowledge and is used to collaborating in a team environment
• Has passion for the highest quality of service, creative problem-solving skills and a strong desire to learn and strive for excellence
• Adaptable to work with a varied client base in varied environments