Serve as the Single Point of Contact (SPOC) for assigned enterprise customers, ensuring a seamless service experience across all product lines
Provide regular updates on service requests, escalations, and cross-product dependencies, ensuring clarity and transparency.
Lead service review meetings, QBRs (Quarterly Business Reviews), and executive updates with customers and internal stakeholders
Act as a trusted advisor to customers, understanding their business needs and ensuring alignment with the company’s service offerings
Coordinate service delivery across multiple product lines and services, ensuring teams from work in sync to meet customer expectations
Identify and resolve cross-product dependencies that may impact service performance
Ensure smooth handoffs between teams, especially when customer issues involve multiple technical domains
Work closely with product management and engineering to address recurring issues and provide feedback on product improvements
Act as the primary escalation point for complex service issues spanning multiple product lines
Collaborate with Technical Support teams to ensure rapid incident resolution and post-mortem analysis for critical service failures

Requirements

8+ years of experience in service delivery, customer success, or technical account management within a multi-product, enterprise-level organization
Strong knowledge of Professional Services, TAM, and Technical Support operations, especially in complex, multi-product environments
Experience working with SaaS, Cloud, or Enterprise IT solutions with cross-product dependencies
Strong familiarity with ITIL frameworks, SLA management

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

service deliverycustomer successtechnical account managementSaaSCloud solutionsEnterprise IT solutionsITIL frameworksSLA management

communicationleadershipcollaborationproblem-solvingcustomer relationship management