Account Manager - Minneapolis, United States - Comm-Works Holdings, LLC

Description

Account Manager / Customer Advocate

Job Category*:

• Indirect Operations

Requisition Number*:

• CUSTO01345

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Job Details

Description

Comm-Works customers rely upon the Managed Services department on a 24x7x365 basis to manage their IT infrastructure and they have high expectations of the level of services provided.

The Account Manager / Customer Advocate has ownership of the relationships between Comm-Works and a portfolio of our customers as well as with the associated internal teams.

The Account Manager / Customer Advocate is responsible for being the voice of the customer to Comm-Works teams.

The Account Manager / Customer Advocate must ensure alignment of the services we are providing and associated communication with the Comm-Works Operations and Sales teams.

This role requires taking an end-to-end view of the services and seeking to be proactive in the continuous improvement of the services being provided.

The Account Manager / Customer Advocate is expected to continually develop and strengthen the external and internal relationships.

The goal is to create joint partnerships with the client and the Comm-Works teams through the Customer Advocates pro-active and personable interactions.

Essential Functions*:
*

• Review client SLA/SLO agreements as well as contracted scope commitments and escalate as appropriate when either the customer or Comm-Works is at risk.
• Ensure that all customer records and required documentation is complete, accurate, and maintained throughout the duration of the contract.
• Review service failures and confirm appropriate problem management actions are being developed and executed until completion.
• Develop and maintain customized communication plans for each customer.

Specific deliverables to include and are not limited to the following:

• Meeting Agendas
• Meeting Minutes
• Task Tracking
• Escalation Tracking
• Renewal Tracking
• Escalation point person for the customer, delivery and other associated Comm-Works teams and vendor partners.
• Produce and maintain service improvement plans.
• Add insight to the Quarterly Business Performance reports on areas of likely concern to the customer. Also provide value-add suggestions, including recommendations on actions to improve the customers environment under our management.
• Supply the Quarterly Business Performance reports (QBR) to the customer and facilitate/lead meeting to review the reports.
• Ensure we are delivering a client experience that is consistent with our service culture.
• Be the Customer Advocate for Comm-Works Managed Services communications that directly affect the customer.
• Identify opportunities to increase the number of services we are providing.
• Confirm contract renewal activities are proceeding starting approximately 120 days before the contract end date and escalate all expired contracts to the Sr. Leadership team.

Required Experience/Education*:
*** 3+ years of managing IT services customer relationships


Preferred Experience/Education*:
*

• ITIL v3 Foundation Certification
• Technology Specific Certifications.
• PMP, ITIL v 3 Foundation, Six Sigma, and any relevant technical certifications

Knowledge, Skills & Abilities*:
*

• Effective professional written and verbal communication using Microsoft Suite
• Strong organizational skills
• Ability to identify and focus on mitigation of issues/risks and management of commitments
• Basic Comm-Works Managed Services tool usage, especially report generation
• Strong influencing and negotiation skills
• Strong rapport and relationship building skills with both internal individuals and external customers
• Must be an effective communicator in difficult customer situations
• Solid understanding of the technologies being managed for the customer
• Solid understanding of how delivery provides the management services

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