Responsibilities
- Oversee customer contracts and commitments, identifying potential gaps or risks in service delivery and implementing mitigation strategies as needed
- Lead scheduled service review meetings with clients, ensuring thorough preparation, clear data presentation, analytical insights, and follow-up on action items
- Handle client relationships, including creating and presenting service management reports, advancing continuous service improvement initiatives, and enhancing customer satisfaction
- Serve as the primary escalation contact for customer service issues, interfacing with both internal teams and external parties
- Collaborate with account management teams to align efforts, support strategic objectives, and identify growth opportunities for clients
- Analyze profit and loss statements for each client to maintain contract profitability
- Align with strategic goals and performance metrics that support business growth, customer retention, and improved service experience
- Coordinate with internal departments and external partners to support activities related to customer success
- Produce and manage service-related business reports and forecasts for customer use, both within and beyond the immediate team
