Romania
- Working closely with Managers, Consultants, and Client Administrators to provide hands-on internal and external onboarding and engagement support for clients ( English + Spanish) - Responsible for ensuring that all client engagements are managed in line with, and fully compliant with the relevant TGP processes and procedures, including onboarding, billing and Finance set-up, and scheduling - Working closely with other areas including Finance and Global Operations in managing the relevant requirements around client engagements - Help those clients access our product and solutions and that all aspects are delivered effectively - Building strong relationships with clients in engendering trust. - Ensuring that we proactively maintain these relationships and optimize the opportunities they present
The Account Manager functions as the primary point of contact on the Uplay team for all involved stakeholders and is thus responsible for identifying each stakeholder's needs and to provide these to the Product Owner and the development team responsible for the technical integration on Uplay side. I also provide visibility on all ongoing topics both towards stakeholders and towards the Uplay team. For dedicated topics I serve as the main point of contact for all internal and external teams working with Uplay. Build and maintain a strong and trusting relationship between Uplay and a diverse set of internal and external collaboration partners like business, development, and service teams. Address queries effectively and in a timely manner Understand stakeholders’ needs and gather information & feedback, both technically and non-technically. Ensure each stakeholder's needs are taken into account and prioritized accordingly on the Uplay side. Own the communication pipeline and processes in order to provide visibility both towards the Uplay team and to partners outside of the team. Work closely with the production team within Uplay throughout the integration process and ensure all relevant information is available. Identify opportunities and synergies for collaborations among existing partners. Represent Uplay on meetings with stakeholders
• Responsible for the seamless transition of service delivery from onboarding to managed service Business As Usual [ BAU] phase • Conduct Onboarding sessions with customer stakeholders providing insight on: SoftwareONE Service scope, Support process, Escalations management, Service Success manager role and focus, Tools overview & demo etc. to educate the Customer stakeholders to start leveraging SoftwareONE support, services & tools. • Conduct business reviews with customer stakeholders providing insight on: SoftwareONE Service usage and performance, opportunities for optimization, relevant developments in business, new features or capabilities released within the supported areas which could enable a goal within the customer business • Provide escalation management for managed service related escalations and keeping customer up-to-date on resolution progress • Coordinate the Root Cause Analysis of Critical and Major Incidents raised by customer to optimize experience for the customer, SoftwareONE and/or partners • Monitor and report Customer Satisfaction (CSAT), Business Outcomes SLA’s/KPI’s and if needed initiate and monitor Service Improvement Plans (SIP’s). initiated within the Service Organization • Detailed understanding of organizational structure, delivery requirements and services provided within practice domain of expertise • Expert use of MS Office Suite and Microsoft DynamicsCRM • Working knowledge on PyraCloud functionality • Background within Technology Services or with relevant exposure within one or multiple technologies - O365, Azure, AWS, Commvault, Managed Infra, Unified communication etc. • Performed work within the relevant technology realm in a project or Managed Service delivery capacity previously