* plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients.
* ensures quality service and operational performance within the parameters of program and delivery standards.
* develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs.
* acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues.
* collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business. Incumbents who are responsible for client relationship management or day‑to‑day delivery of professional services engagements or outsourced solutions should be matched to client relationship manager or outsourcing delivery program management.
* incumbents who are providing pre‑sale and/or post‑sale support and customer relationship management for multiple phases and aspects of the client relationship, including ordering, pricing, scheduling and support, should be matched to customer service.
* employees responsible for building post‑sales relationships with customers to drive and increase adoption and utilization of company products should match within the sales function to customer success manager.
skills & competencies
* pro‑active
* post design‑win activities
* works closely with customers & sales
* advanced excel skills and strong analytical capabilities
* proficiency in forecasting and crm tools, familiarity with sap, and powerbi a plus
* ability to probe, ask why, and push back constructively
* strong relationship‑building skills and stakeholder engagement
* customer‑focused mindset with a commitment to delivering high‑quality service
* ability to work independently in a fast‑paced, deadline‑driven environment
* constant learner with a drive for continuous improvement
* teamplayer
qualifications
* bachelor’s degree in business or equivalent experience
* 2+ years in business operations, customer service, sales support, or order fulfillment/management
* excellent written and verbal english communication skills
* strong organizational skills and attention to detail
* critical thinker with proven ability to work cross‑functionally
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