Job description
The Incident Manager IM is a customer facing role and trusted account team member who works with our Premier Unified customers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts The goal of the IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities
Engage with customers to address reactive support queries
Represent the customers business impact during escalations
Drive the end to end problem resolution
KEY ACCOUNTABILITIES
1. Relationship Management
Know the customer and understand the impact to their business in reactive support scenarios
Conduct customer conversations across all management levels inc incident calls and monthly connections
Prioritize critical issues to ensure customer satisfaction
Set and manage support expectations with customers
Orchestrate support teams to resolve customer incidents
2. Proactive management of reactive experience
Acknowledge and respond to customers requests promptly Coordinate stakeholder involvement and track actions
Anticipate risks and escalations based on customer context
Proactively provide case updates regularly propose recommendations if necessary and take action based on the context of the case
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