Job Duties
 

Serve as a client advocate and relationship owner by ensuring quality and delivery of service and that all issues, client or internal, are followed through to resolution in a timely manner.  Facilitate and manage client IT meetings and conference calls to identify improvement opportunities, make recommendations and determine next steps.  Facilitate client facing IT communications during P1 Outages (provide updates, ETR, and communication via client bridge)  Ensure completion and submission of RCAs per Client SLA  Provide management with status reports detailing status and timelines.  Support Client IT Facing Small and lite projects.  Create and maintain Client Playbooks in system of record.  Maintain current and up-to-date knowledge and documentation of client’s equipment, technology, program, contract requirements and business objectives. • Identify any obstacles to providing the highest quality customer service and communicate constructive feedback and recommendations to management.  Provide feedback to management when client expectations present to be unreasonable or unrealistic and recommend feasible solutions.  Escalate timely to management any situation outside the employee's control that could adversely impact the service provided to the client.  Act as SME on client infrastructure, applications, connectivity, and process.  Recommend additional products/services that the company provides to client.  Recommend solutions that benefit the client and the company and provide a documented implementation plan.