Support Representative Level 2 – Csam (Customer Success Account Manager)
Current• Review the renewal transition for the current active Support Agreement.• Creates a reference snapshot of the current agreement and CSPM (Cloud support plan management) matching.• Validates contract setup prior to the renewal date for common issues and expected entitlements.• Verifies Services Hub functionality, reactive case creation, CSPM, and contacts carryover upon activation of new agreement.• Generating and sharing extracted Customer success delivery review (CSDR) deck with CSAM.• Proactively schedule a Major Incident Response Plan (MIRP) on behalf of CSAM to be executed between customers and Microsoft Unified/Premier support.• Provide operational hygiene next best actions to CSAM to complete for managed accounts against subscribed operational functions.• Monthly review of potential cause (People, Process, Technology) to closed support requests, case trending and categorize Support requests into common themes and problems, identification of potential Support Needs Recommendation(s) for identified problems to be reviewed during upcoming CSDR.• Proactively communicate with CSAM to provide updates on ongoing support cases.• Collaborate with the Global Finances and Operations team to correct issues in contract setup and data entry.
