Customer Support Manager

DUTY
Analyze or evaluate that the contracted services are provided to the agreed SLAs.

Assist operations with the management and development of customer relationships with Operations so that processes and interface arrangements are understood between the two companies.

Expedite customer-impacting processes by facilitating requests with appropriate internal groups, coordinating completion, and ensuring timely responses.

Facilitate/initiate service inventory integrity.

Sage analysis of specific products and determine if there is potential for up-sell.

Maintain customer record, including account history.

Perform comprehensive monthly and quarterly customer strategic business reviews & develop improvement plans focused on:

- Service experience
- Spend overview
- Open order status
- Inventory

Portal On boarding/process training.

Onboard customers in partnership with SME organization.

Review Customer Information Guides with Customer, update when necessary.

Liaise with internal depts. & customer to ensure all needs are addressed related to onboarding.

Provide support to billing/financial services with sales funnel management and RFP support for upsell/retention, of named CSM accounts.

Initiate/Coordinate with RFO team as appropriate on behalf of customer and once delivered ensure customer understanding.