Associate Technical Account Advisor - TAM, Account Management, Customer Success, SaaS, ITIL

Core responsibilities to include maintain the system health, reviewing customer SLAs and conducting review meeting with customers, keeping a track of customer consumption and reporting to both internal and external stakeholders, contribute towards renewals and prevent customer attrition.

Overall ownership of the customer.

Produce and deliver monthly SLA reports to customers, and ensure SLA compliance.

Ensure adherence to SaaS policies and procedures.

Escalation management and identifying customer success plan.

Supports and owns where necessary customer escalations based on escalation criteria:

Potential financial implications for customer

SLA breach due to critical severity cases

Disruption to customer’s business, likely due to multiple open cases / high severity cases

Significant impact to custome...