This role is responsible for planning the delivery of contracted business activities, either for specific contract segments or entire lifecycles of smaller contracts. The role involves managing medium complexity accounts, nurturing management-level relationships with customers, and developing intermediate customer success plans. The role contributes to process optimization, ensures customer satisfaction, and aids in generating additional revenue through adoption, expansion, and renewal.
Responsibilities
• Plans the delivery of contracted business activities for specific contract segments or entire lifecycle of smaller contracts.
• Manages accounts of medium complexity, cultivating and maintaining management-level relationships with customers.
• Develops intermediate customer success plans for managed customers and contracts.
• Drives platform deployment and usage increase by offering onboarding guidance, aiding in customers’ cloud adoption, and providing recommendations to overcome obstacles.
• Contributes to the development and optimization of operational playbooks and processes.
• Ensures customer satisfaction for annuity or outsourcing services.
• Ensures compliance with organization’s and customer’s policies and processes related to human resources, public relations, legal, finance, ethics, and government.
• Assists in generating additional revenue through adoption, expansion, and renewal following services contractual agreements.
• Develops conclusions, recommendations, and written reports, contributing proactively through research and data analysis support, and sharing knowledge to foster a knowledge management culture.
• Works independently on moderate scope problems, applying professional expertise, exercising judgment, and resolving various issues by following company policies and procedures.