• Strengthen and build relationship trust with clients, catalog needs and help facilitateengagement process. • Interface with sales, client and technical resources as appropriate to facilitatebusiness processes. • Engage in the sales cycle to add structure to delivery schedule.• Lead project governance and provide high level quality control.• Partner with clients where needed to act as the management sponsor ofkey projects. • Create new repeatable service offerings that streamline theimplementation process.• Assist with operational analytics, project tracking and assist with accompanyingsystems development.

• Develop relationships with clients, communicating effectively, and keeping the lines of communication open.• Work with key stakeholders on active incidents, project status, schedule, and priorities avvount management tasks.• Hold regular business meetings to discuss the direction of client, growth potential and identify how clients can grow with technology.• Communicate with clients regarding new products and services looking for opportunities that Ntiva could leverage improvements.• Conduct reviews of client accounts, tickets, and usage trends to provide meaningful feedback to achieve client goals.• Assist project managers with driving projects, communicating with clients and checking on the temperature of client throughout the project life cycle.• Develop standards with clients that will lead to more efficient support and evaluate clients who are at risk.• Share client feedback with relevant Ntiva teams, team members and C-level teams to ensure positive retention stats.

Serve as a Program Manager to SMB businesses and provide high level strategic consulting to our customers through developing IT strategies by learning the client's business.

Responsible for managing the overall and ongoing business relationship with multiple, large colocation and managed services customers through proactive account management.My responsibilities included:To conduct regular meetings with, to review all aspects of the services provided to insure open and complete communications with customers through open, responsive and collaborative interaction.Receive, prioritize, monitor and manage customer requests based on the service level agreement and customer needs.Monitor customer incidents to insure they're being prioritized and processed as expected. Escalate issues when the service levels are not being met.Collect and report monthly on service levels and support activity as outlined in customer service agreements or upon special request as needed.Work with engineering management regarding resource assignment and execution to support customer services.Should a major customer service incident occur, act as the primary communicator and advocate for the customer and HMS, working toward rapid full service restoration.Continually look for ways to improve hosted and managed services processes.Manage small projects on behalf of assigned customers or internal process improvement efforts.Conduct billing reviews for assigned customers.Prepare monthly or quarterly presentations/reports on KBIs both internally and for assigned customers.