Take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary
Retain ownership of recovery-related responsibilities for designated accounts, while taking increased ownership of account management activities, ensuring continuity of service, effective customer engagement and alignment between operational delivery and wider account objectives
Lead service recovery and Return-to-Green activities where required, while maintaining oversight of the customer relationship, account priorities, risks, commercial considerations and ongoing service performance
Work closely with Account Management and delivery teams to ensure recovery actions, customer priorities and account objectives are aligned, providing a single point of ownership and accountability for the customer experience
Identify opportunities to strengthen customer relationships and improve service outcomes through effective account management, proactive service reviews, stakeholder engagement and continuous improvement
Ensure contracts are delivering within the scope for the designated Customers(s)
Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery
Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed
Plan and execute Return-to-green plans where Managed Services are not operating within agreed parameters
Prepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service Delivery
Identify and monitor service risks to identify potential issues before taking corrective action to remove or mitigate
Flag anticipated increases or decreases of Demand with the account Management Team
Contribute to internal discussions supporting the department-wide continuous improvement strategy
Manage and monitor Customer-specific Continuous Service Improvement initiatives for designated Customers
If data is available, work with the team to monitor and identify negative CSAT scores/feedback, highlighting to account Management Team when this occurs
Collaborate effectively with the Account Management Team to achieve the best outcomes for the business
Take ownership of designated account management activities alongside day-to-day Service Delivery responsibilities, working collaboratively with Account Management, technical and operational teams to deliver strong customer outcomes
Maintain awareness and consider the balance of cost, quality and customer experience when delivering Managed Services
Build and maintain effective professional relationships as required within the team, with Customers, and with third parties involved in service operations
Any other duties as and when required commensurate with organisational position
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