Acts as a client advocate and a point of escalations for client service delivery needs.
Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono s operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met.
Educates the operational team in understanding how clients utilize Ensono services in support of their business.
Provides guidance on Ensono products (ie, client portal) by coordinating with internal SMEs and support organizations.
Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
Assists with preparation and delivery of operational health and KPIs for monthly/quarterly business level reviews (MBR/QBR) with the client and Ensono senior leadership.
Collaborates with the Client Engagement Team (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client s overall contractual relationship.
Supports critical client issues/incidents via an ITSM based approach, communicating the client s expectations, and ensuring coordination across the Ensono team to deliver.
Assesses account performance through Ensono s Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
Demonstrates product knowledge, supporting recommendations to clients, strengthening the relationship as well as exceeding expectations.
Supports operational meetings focused on ITSM governance and SLA adherence.
Tracks and reports moves, additions, and changes to client assets.
Prepares and delivers operational health and KPIs for monthly/quarterly business level reviews (MBR/QBR) with the client and Ensono senior leadership
Required Qualifications
2+ years of IT Service Management experience in a client-facing role
Operational ability in diverse, large-scale, multi-platform, outsourced environments
Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Proficient understanding of ITIL (Information Technology Infrastructure Library) principles
Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking
Willing to travel as required (eg, client service reviews at client site)
Preferred Qualifications
Exceptional customer-facing skills
Client relationship management experience
Highly motivated, strong desire to learn quickly, ability to effectively multi-task and work independently, and the readiness to demonstrate a proactive attitude
Strong organizational skills
Solid resource planning and problem-solving skills
Able to effectively manage competing priorities from a variety of stakeholders
Excellent verbal and written communication skills , including communicating with senior level executives and key stakeholders
