Job Description
Job Title
Application Support & Client Success Analyst
Purpose of the role
- Manages client expectations and ensure satisfaction through timely delivery of services and resolution of issues.
- Ensures services are delivered in accordance with contractual SLAs and KPIs.
- Drives initiatives to improve customer experience and satisfaction.
In this role you'll
Outage Management
Prepare incident reports for client use, including root cause, impact, actions taken, resolution and improvement plan
- Review progress on incident action items and deliver updates to customer on improvement plans.
Product Improvement
Escalate critical product issues and advocate for its timely resolution
- Maintain consolidated incident priority lists for customer issues to assist Support, IT, Development, Product.
Billing Improvement
Effectively r...