Major Incident & Escalation Manager
Tietoevry
CloudServiceNow
Job Level
Mid-LevelSenior
Tech Stack
CloudCyber SecurityServiceNow
About the role
- QIP Delivery: Facilitate account teams to identify a clear scope of actionable improvements and drive the delivery of all QIP tasks by the accountable owners to strict timescales. Lead senior Internal and Client stakeholders in QIP reviews to required outcome. Communicate QIP progress and success, sharing effective notes and actions.
- Client Engagement: Foster strong relationships with key clients, including regular check-ins, feedback collection, and addressing concerns promptly. Ensure clients feel valued, heard and gain confidence from your professional approach to help rectify their situation.
- Develop and Implement Retention Strategies: Create and execute comprehensive client retention strategies to increase customer satisfaction and reduce attrition rates. Generate risk response playbooks to advise account teams and utilize data-driven insights to identify areas of improvement and implement necessary changes.
- Data Analysis: Analyze client data and feedback from Clients on QIPs or considered At Risk to identify trends, pain points, and opportunities for improvement. Use this data to inform decision-making and strategy adjustments.
- Cross-functional Collaboration: Collaborate with Service Delivery, Sales, Product Development, Customer Success and other teams to align efforts towards enhancing client satisfaction and retention. Identify product or service enhancements based on client feedback.
- Churn Analysis: Monitor churn rates and identify reasons for client departures. Design and implement measures to help reduce churn.
Requirements
- 5 years demonstrated progressive professional experience in client/customer success, project management, account management or other similar role within technology or SaaS industries.
- Experienced holding internal teams accountable and project managing the delivery of tasks to strict deadlines.
- Excellent organizational and communication skills, able to apply correct governance to escalate professionally and promptly.
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication and planning.
- Strong interpersonal skills including the ability to build lasting professional relationships both internally and externally with customers.
- Experience in creating and presenting reports to multiple layers of leadership.
- Highly motivated, energetic with the ability to excel in a fast-paced changing environment.
- Able to respond to evolving business priorities and dealing with ambiguity
- Technical Skills Broad knowledge of Microsoft Office products. ServiceNow and Salesforce a plus.
