Your Role and Responsibilities

• Demonstrated understanding of enterprise software implementations, SaaS technologies, and SDLC.
• Ensure customer success and value realization by owning consistent, effective, and efficient resolution on critical escalations
• Develop, drive, and gain consensus on attainable remediation plans for technical escalations with clearly documented action plans and clear and consistent communication both internally and externally
• Ensure quality, cost-effective critical incident and escalation management delivery through continuous process and service improvement, balancing the needs of all stakeholders
• Drive continuous improvement in customer issue handling and resolution, mentoring on issue deconstruction and analysis
• Participate and provide data to weekly regional Technical Escalation meetings
• Build reports, data, metrics, dashboards, and presentations concerning the escalation process
• Lead weekly technical and account level escalation meetings
• Governance and adherence of Incident Reports (IR) and Root Cause Analysis (RCA) creation and delivery to customers within SLA
• Recognized by client facing teams as an expert in managing difficult/complex client situations.
• Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions.

Required Technical and Professional Expertise

• Must have ability to work and communicate effectively with executives, both internally and externally
• Strong relationship building skills, excelling in effective and persuasive presentation of concepts across many communication settings
• Demonstrated ability to translate complex customer needs into actionable/attainable plans

Preferred Technical and Professional Expertise

• Proactive self-starter with a client-focused attitude / DNA
• Process oriented; able to innovate and change process to be more efficient and create better outcomes more quickly
• Analytical skills, with the ability to identify themes within data and make data driven decisions
• Knowledge and application of IT services and financial management including budgeting cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support.