• Supports company vision for prompt, professional client services through motivation and leadership.
• Oversees day-to-day implementation and operational aspects of the client relationship.
• Develops strategy to achieve agreed upon service levels.
• Manages setup and delivery of services.
• Works with the client to manage priorities and expectations.
• Manages requirements definition process and ensures system specifications accurately reflect client requirements.
• Builds effective liaisons to manage the transition from implementation to ongoing client delivery.
• Acts as a subject matter expert regarding the application of business objectives and alternatives for service delivery.
• Builds a cohesive team by championing quality and integrating team efforts.
• Provides guidance to subordinates within the latitude of established company policies.
• Ensures resource optimization.
• Interacts frequently with subordinate supervisors, customers, and functional peer group managers.
• Manages activities and personnel associated with providing technical services to internal customers.
• Monitors the performance of support personnel, reviews response times, problem logs, and trends in problems reported.
• Plans and implements major initiatives related to the support center.
• May write or lead proposals that require a high level of functional or client expertise
