StrategicClientAdvocate

We are seeking a seasoned subject matter expert to manage all technical aspects of our client relationships. As a trusted advisor, you will deliver exceptional client experiences through high-quality technical service.

• Understand and monitor client operations, track support needs and service requests, troubleshoot issues, and identify opportunities for improvement.
• Provide top-notch technical knowledge, support, and services to clients.
• Take ownership of overall technical responsibility for proposed services solutions and collaborate with the service operations team in service delivery.
• Identify new opportunities based on technical understanding of client needs.
• Share insights about the client's environment with the Client Manager, Client Success Manager, and/or Service Architect and contribute to upselling.
• Improve mean-time-to-repair, aid future downtime avoidance, and assist in extracting maximum value from covered assets.
• Enhance overall service performance by reducing incident volume and resolution time.
• Lead root cause analysis of problems and document it in problem tickets.
• Analyze the impact of technical changes made to the client's environment.
• Schedule and chair monthly technical reviews with clients.
• Work on diverse scope problems where analysis of information requires evaluating identifiable factors.
• Resolve and assess a wide range of issues creatively and suggest alternative approaches.

As a Technical Account Specialist, your primary objectives include: