Service Management Executive

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
• Maintain existing customer-success metrics and data as directed
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
• Prepare documentation or visuals of performance for client
• analyze trends NPS scores to identify areas for improvement
• Work with sales and marketing teams to boost customer referrals and develop case studies
• Engage in special projects, events and campaigns
• Manage customer feedback and postmortems

• 8-10 years of experience in communications, customer success management
• Strong skills in verbal and written communications, strategic planning, and project management
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Experience creating KPI reports for both technical and non-technical audiences
• Bachelor's degree in Business Management, IT or other related field
• A minimum of 10 years of experience in a technical multi-discipline management
• Experience of working within the customer faced service management area
• Performs well in an multi-projects, fast-paced environments and adapt changes rapidly
• Proven ability to build strong relationships with other business areas, stakeholder management
• Perform, think and lead well under pressure
• A calm, considered approach with exceptional communication skills
• Digital adapting – ability to adopt and adapt quickly to new technology and systems
• Seizing opportunities in the field of managed services
• A good enterprise infrastructure (Data, Voice, Security, Cloud) understanding - Cloud knowledge is definite plus
• Good knowledge of MS Office
• Able to communicate, read, and write effectively in the English language

Cloud knowledge is definite plus