● Manage high profile customers such as HP Inc, HP Enterprise and CEVA Logistics● Support Genesys Engage and Genesys Cloud contact center solutions● Accountable for the overall quality of solutions provided to customers● Acts as the customer’s primary point of contact and an escalation point● Proactively identify existing customer needs and opportunities● Work in tandem with the commercial team to upsell and/or cross-sell services to customers● Responsible for customer onboarding for new services and/or products● Initiate and manage service improvement plans proactively and/or reactively● Ensure customer complaints are managed and resolved in a timely manner● Prepare and present periodic comprehensive service reviews● Provide capacity analysis, forecasts and recommendations● Create, review and share any internal or external root cause analysis (RCA) to customers● Handle and track change requests● Responsible for data integrity of customer information within all company tools

● Ensure compliance with SLAs and overall customer satisfaction and that all KPIs are met● Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames● Provide professional first level of technical support for a dedicated customer● Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs● Provide updates as needed to the customer in order to meet performance objectives● Perform technical escalations in line with company procedure● Monitor systems, customer networks and products, and deal with alerts and events as appropriate● Liaise and refer issues to correct/relevant entities● Document all troubleshooting and a case management actions via the electronic case management system

● Overseeing daily operations● Managing workers and employees● Coordinating with suppliers● Direct contact with customers in terms of complaints, supply issues and/or shortages