Responsibilities
• Oversees multiple critical or high-risk technology areas or customer groups, while integrating technical proficiency and business insight to devise customer-oriented solutions.
• Delivers strategic account support by consistently upholding advanced technical and operational prowess and staying abreast of industry dynamics.
• Evaluates support plans based on business indicators and align them with the organization’s service solutions.
• Cultivates and expands relationships with complex and strategic customer accounts, thereby nurturing growth.
• Acts as a trusted advisor and consultant, for both customers and the organization, in service delivery, whether related to business, technology, industry, or specific applications.
• Designs and executes support solutions, leading the team’s efforts towards comprehensive solution planning, execution, and management.
• Develops and presents Value Based Delivery (VBD) account plans tailored to specific accounts and leads customer expectation management within the escalation process.
• Contributes inputs to operational methods and initiatives that could impact business management strategies within a given geographic area.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.