Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their business, know how Actimize s solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor.
Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, and personally resolve as many issues as possible while scheduling time for proactive activities.
Partnering with other Actimize employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution.
Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content
Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM system
Consistently and regularly update customer and account information, keeping it current in the CRM system
Tactfully, confidently and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations, bringing people together with the common goal of resolving issues and accelerating the customers success
Communicate and work with customers in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by inContact
Make and meet commitments, building trust with customers
Present a professional image in communication, conduct, attitude and attire
Accountable for all actions, and tactfully reinforce accountability across all employees and teams in the company
Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
Responsible for customer satisfaction, retention and reference ability for all assigned accounts
Participate in team goal achievement and set personal goals that increase effectiveness and success
Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development
Participate in process improvement that will increase customer satisfaction and personal effectiveness
Provide technical and process training to others based on skills and expertise
Prioritize, assign, and manage department activities and projects in accordance with the department s goals and objectives.
Manage risk tracking process.
Monitor and manage delivery scope .
Prepare project status reports and presentations to keep management, customers and others informed of the project status and issues.
Review project schedules, allocate resources and monitor progress.
Get involved in project at high level for functional and technical aspects.
Co-ordination amongst different internal teams and stake holders.
Perform other tasks and duties as assigned or needed
