Position Purpose Statement

The key purpose of this role is to be the subject matter expert for key customers regarding the platform, providing system configuration capability support to key customer platform administrators. This includes providing accurate advice to key customers regarding system issues, questions, technical and general concerns, and escalating issues appropriately through internal channels.

Key Responsibilities

• Performs daily ticket hygiene; review ticket updates and follows through relevant stakeholders to help expedite ticket resolution.
• Maintaining a high level of professionalism with key customer administrators and establishing a positive rapport through online chat, email, phone, and video conference calls.
• Providing accurate responses to customer inquiries in a timely manner and to the SLA requirements.
• Managing customer incidents and escalating internally via the appropriate internal channels, taking ownership and ensuring that all incidents are resolved to the customers satisfaction and in accordance with SLAs.
• Following all policies and procedures in servicing our key customers.
• Building appropriate professional relationships with assigned customer administrators.
• Educating assigned key customers on the functionality and features of the platform during interactions.
• Delivering monthly / quarterly Service Level Agreement reporting.
• Audit assigned key customer accounts to ensure billing accuracy.
• Providing billing guidance to the Accounts team regarding verification charges (where applicable).
• Proactively identify system improvements and share these with assigned customers
• Be involved in recurring account meetings with assigned customers

Measures of Success

• Retention of key Customers
• NPS from assigned Customers
• Positive feedback from assigned Customers
• Internal quality scores regarding correspondence and problem resolution
• Meeting productivity expectations
• Customer uptake of proposed system improvements

Development Objectives

0-3 Months 

• Build internal relationships with Internal & External Stakeholders.
• Develop an intimate understanding of the product and range of use cases.
• Develop a good working dynamic and rhythm with the
  partner Account Manager.
• Develop a network within the organization to help drive efficient customer resolution.

3-6 Months 

• Learn to use the data to share insights with the Account Manager for Continuous Improvement.
• Support the Account Specialist and Account Manager in building out a Change Management case.
• Build a solid understanding of the customer portfolio and relationships of subsidiary companies. Solve
• Solve complex tickets with minimal supervision.
  
  

6 12 Months 

• Be an independent problem solver and create sound business suggestions to solve a customer or company problem.
• Build a strong understanding of the value of our services and use it in mitigating any pain points with other newly identified strategic or key accounts.
• Maintain and continue the account retention through
  sharing expertise with assigned Customers.