Account Services Manager

GENERAL SUMMARY Key member of the CPSD Customer Service, Service Account Management (SAM) team who supports our largest and most strategically important customers: Assigned to and responsible for a specific area, region, or division with site locations as specified in account service plan. Builds relationships within account(s) to become a support services trusted advisor focused on the total customer experience and satisfaction. Individual leverages various CPSD resources to ensure incident resolution. Drives proactive activities promoting system health and customer satisfaction. Provides detailed customer reporting using a cross section of services tools and applications. Collaborates with CPSD account teams to understand the business strategy and supports sales opportunities. PRINCIPAL DUTIES AND RESPONSIBILITIES Communicates relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance Collaborates with CPSD resources and customer during escalations Leverages big data analysis to provide customer environment insight Accountable for Change control management to ensure stability of environments Works with the customer to proactively identify and resolve potential issues to achieve high system availability Attends customer site frequently (at least two days per week) or as appropriate Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements Leads preparation for customer quarterly business review Interacts regularly with the operations team at the customer site Assists in ensuring accuracy of service maintenance contracts billing Responsible for basic account management as either part of a larger SAM team or for a customer(s) with smaller install bases

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