What you’ll do:Overall ownership of the customerProduce and deliver monthly SLA reports to customers, and ensure SLA compliance*Ensure adherence to SaaS policies and proceduresEscalation management and identifying customer success planSupports and owns where necessary customer escalations based on escalation criteria:• Potential financial implications for customer• SLA breach due to critical severity cases• Disruption to customer’s business, likely due to multiple open cases / high severity cases• Significant impact to customer go-live / major milestone• Potential impact to commercial negotiation• On-site JDA presence demanded by customer• Involvement of C-level customer contacts• Very low customer satisfaction• Severity 1 issueRegular customer connects to review system health and open casesMonitor and report consumption and adoption metricsMaintain customer relationship and identify potential expansion opportunitiesWork towards making the customer a referenceable contactOur ValuesIf you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core ValuesAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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