• Own the development and management of the technical relationship between our enterprise-level retailers and our internal teams• Develop technical strategies, consult on solutions, and build tailored plans for a portfolio of retailers in order to build long-lasting relationships, helping them grow their business/ROI• Own the technical roadmap, onboarding, and implementation of Flipp products and services that provide value and incremental growth• Collaborate with internal stakeholders, such as Product, Insights & Analytics, Media Science, Engineering, and Operations to identify retailer pain points, develop solutions, and deliver value-added insights• Act as a technical advocate and trusted advisor to retail partners by bringing market feedback and recommendations to drive value-focused product development

• Manage a multi-million dollar portfolio in support contracts, including a top 5 financial institution in Canada, several of the largest Professional Services organizations in the world, and various other accounts across Health Care, Manufacturing, and Retail.• Act as a trusted business advisor focused on ensuring customer success in achieving strategic goals through sound service delivery planning and management• Responsible for the overall support services relationship which include managing delivery of all support services, technical support for cloud and on-premises technologies, and ensuring high customer satisfaction while driving business growth and supporting customers on their digital transformation journey• Partner with Enterprise customers to understand their IT environment and develop solutions that help minimize risk, security exposure, and optimize existing IT infrastructure• Manage technical resources deployed across multiple business groups and coordinate the delivery of services according to scope, schedule, cost, and timelines until project completion

Manage, escalate and drive satisfactory resolution of customers’ technical support, service and infrastructure issues based on Microsoft product and technologyProactively and reactively interface on-site with customers in the management of technical issues as well as collaborating in planning, implementation, skills and knowledge transfer and day-to-day operation of new/upgraded Microsoft technologiesProvide information and recommend best practices for the management of Microsoft technologies in accordance with the Microsoft Operations Framework (MOF).Proactively monitor technical issues pertaining to Microsoft technologies at customer sites and make recommendations to reduce the risk/impact of similar future problems.Develop and maintain strong working relationships with Service Readiness, Support Engineers, Product Groups & other technical resources.