• Works directly with Clients for establishing and maintaining relationships for boosted customer satisfaction. • Responsible for handling Client queries and developing strategies to improve Customer services. • Management of implementing services for Clients during all stages of the project, providing ongoing support and expertise including escalation awareness and post-project completion satisfaction.• Actively engaging in client meetings, budgeting, and strategic planning.• Project management and organizational skills to meet established timelines.• Collaborate with internal teams to address potential customer needs and proactively identify opportunities for upselling and cross selling our services.• Serves as a liaison between Clients and Vendors to achieve client expectations and achieve objectives.• Collaboration with internal engineering team in real time for service implementation, vendor support, and serve as main point of contact for any communication and/or escalation needs.• Performs other duties as assigned.

• Create, implement, and manage client experience standards. Ensure that all standards are adhered to.• Management and oversight of the Client Services program. Developed and maintained policies, standards, and metrics. Ensured that all standards are adhered to.• Oversight of the client procurement processes including quotes, contract management and ongoing purchasing needs.• Serve the role of a dedicated point of contact for my assigned sites providing support for ticket escalation or satisfaction questions, regularly scheduled client meetings, budgeting, and strategic planning.• Function as a liaison between all internal Parasol departments to address issues, plan strategy and oversee the customer experience.• Assist in developing an annual business plan to incorporate effective Client Service Management practices to meet market and company needs.• Member of the internal Leadership team to develop goals that adhere to the Company values.

• Oversee the day-to-day operations of the Support Desk.• Developing and achieving Technical Support objectives and goals to support the organization.• Managing, directing, and coaching the Support Desk team.• Ensuring targeted service and performance standards achieved and exceeded.• Establishing and managing communication channels within and among departments—being the liaison to provide customer feedback.

• Responsible for the maintenance, configuration, and reliable operation of computer systems and servers.• Install hardware/software and participate in research and development to continuously improve.• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.• Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.

• Investigates and resolves business system impacts for external customers.• Delivery of solutions to complex problems while ensuring tasks and processes are performed efficiently. • Responsible for creating and archiving support documents and assist training customers and team members.

• Oversee the day-to-day operations of the Support Desk.• Developing and achieving Technical Support objectives and goals to support the organization.• Managing, directing, and coaching the Support Desk team.