Client Relations - National Accounts
Responsible for supporting and responding to clients' day-to-day operational issues. Develops and maintains productive working relationships with clients. Ensures effective and efficient interdepartmental support, appropriate customer communications, and resolutions that are in the best interest of the client and the company. Key Responsibilities: Ensures clients' overall satisfaction with the resolution of operational issues. Develops and maintains effective working relationships with assigned and clientsand drives day-to-day operational issues to resolution. Monitors client network status, ensures adequate client notification and escalation procedures are in place, and maintains primary contact with the client regarding outages, network maintenance and repair, and other issues raised by the client. Proactively monitors key reporting and information on behalf on client in order to identify potential issues and make recommendations to clients. Interacts with internal departments to troubleshoot, isolate, determine root cause, and determine corrective action, and communicates status and plans to clients. Participates in scheduled, periodic calls with clients to discuss activities and issues; provides feedback to management as appropriate. Prepares and presents service level, process improvement and other reports to management as required. Coordinates the internal development and implementation of value-added programs to meet the needs of the clients. Serves as an escalation point for all areas of Network Operations. Prepares and presents Project Definition Forms. Serves as project manager for operational projects, ensuring project milestones and key financial objectives are achieved.
