What You’ll Do:

• Partners with the TAM to ensure outstanding customer support experience and management beginning with a smooth customer kick off for new Ultimate customers
• Performs daily review of all assigned Ultimate customer issues and ensures the frequency and quality of customer updates is of a very high standard aligning with the customers priority and business impact description and while collaborating with Support Engineers and Management team
• Leads regular support case queue reviews with the customer team members, ensuring accurate prioritization of issues, visibility on progress and latest updates as well as next steps
• Provides oversight and ownership of any critical support issues and provides ongoing and personalized customer management and updates through to resolution of the issue
• Contributes to the service review, focusing on performance of the technical support delivery provided during the review period, identifying areas of success and opportunities for improvement
• Defines and maintains the Service Improvement Plan communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified
• Conducts customer specific RCA analysis following a significant event and ensures provision of the outcomes to the customer in an official Customer Facing Statement