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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\n2. 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\n3. Escalation Handling Drive highrisk escalations to resolution by establishing clear communication channels documenting and tracking agreed actions and maintaining an orchestration role across multiple stakeholders Understand the cause of the escalation its business impact and level of urgency from Customer and other stakeholders\n4. Critical Thinking Partner with engineers as needed to complete root cause analysis of customer issues and prevent future occurrences Establish a customer obsession approach that puts the customer and the customer operational health in the center Prioritize workloads against agreed procedures\n5. 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situations\nAble to work to tight timeframes in a fast paced highvolume environment\nDemonstrated problem solver with the ability to develop and execute a plan to achieve specific goals Selfmotivated proactive and customercentric attitude\nDemonstrated aptitude to learn new technologies","description_format":"text","description_chars":3223,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Enterprise Apps Implementation Partners"],"lifecycle":[{"event":"open","at":"2026-11-11T00:18:55Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 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