IT Client Relationship Manager

Role: Relationship Manager

Location: Gurgaon

Shift timings: General Shift

Years of experience: 10-15 Years of experience

Roles & Responsibilities:

• Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty. Drive positive results for customer & partner experience and customer retention
• Drive customer recovery across all products, services, and customer support scenarios such as Windows, Office 365, Active Directory, Networking etc., Specialization may occur based on expertise and business need.
• Advocate for the best resolution possible for the customer while balancing Client policy and interests through exception management.
• Communicating effectively case status and roadblocks to stakeholders.
• Mentoring and consultation with team members
• Documentation of customer issues for further analysis by the business.
• Identifying reoccurring or emerging issues and escalating to the appropriate channels
• For technical issues, engagement with Engineering with respect to the release of code/updates to address critical, systemic and emerging issues.
• Work closely with Supportability Program Managers, Technical Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed.
• Adhere to strict SLAs Self-prioritize and manage case work
• Contribute towards the identification, documentation and elimination of root cause.
• Identify opportunities to provide a better customer experience
• Triage and case assignment as needed
• Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.)
• Engage escalation path for consultations and exception approvals per process