- Professional
- Escritório em Bangalore
What you’ll do:
- Overall ownership of the customer
- Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*
- Ensure adherence to SaaS policies and procedures
- Escalation management and identifying customer success plan
Supports and owns where necessary customer escalations based on escalation criteria:
• Potential financial implications for customer
• SLA breach due to critical severity cases
• Disruption to customer’s business, likely due to multiple open cases / high severity cases
• Significant impact to customer go-live / major milestone
• Potential impact to commercial negotiation
• On-site JDA presence demanded by customer
• Involvement of C-level customer contacts
• Very low customer satisfaction
• Severity 1 issue
- Regular customer connects to review system health and open cases
- Monitor and report consumption and adoption metrics
- Maintain customer relationship and identify potential expansion opportunities
- Work towards making the customer a referenceable contact
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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