946 Escalation Management Jobs - Page 11

The Customer Success Manager (CSM) is responsible for the overall engagement, success, and retention of assigned customer accounts. Acting as both the internal advocate for the client and the external representative of Blackbaud, the CSM ensures that client objectives are met by fostering trusted relationships and strategic communication. This role also involves collaborating cross-departmentally to address client needs, identify opportunities for growth, and support client goals with innovative solutions. This individual contributor role is responsible for driving the adoption and success of Blackbauds platform, ensuring client satisfaction, and accountability for revenue growth and retention. What youll do (Job duties and responsibilities) Drive Platform Adoption and RetentionServe as the strategic leader for assigned accounts, ensuring the successfuladoption and use of Blackbaud products to achieve client business objectives and promote client retention. Develop Customer Success PlansWork collaboratively with clients to build comprehensive success plans that outline criticalgoals and the strategies to achieve them. Strategic CommunicationEstablish a proactive communication cadence (weekly, monthly, quarterly) tailored to clientneeds, and facilitate meetings that review progress, share key insights, and align on next steps. Trusted Customer AdvocateCement yourself as a trusted advisor, leveraging empathy, critical thinking, and active listeningto understand client needs and provide tailored solutions. Collaborate Cross-FunctionallyPartner with Sales, Marketing, Professional Services, Product, Operations, and Support toresolve issues, manage escalations, and communicate client feedback that informs product development and processimprovements. Monitor Key Performance MetricsTrack and report client achievement of key performance indicators (KPIs), providinginsights both internally and to customer stakeholders. Support and Training IdentificationWork with the Training team to identify additional client training opportunities thatenhance product knowledge and usage. Champion the Customers VoiceServe as the customers advocate, raising up key insights and feedback from customers tothe internal Blackbaud organization. What youll bring Job requirements Technical ProficiencyAdept at engaging in consultative technical discussions and providing light technical solutions.Experience with CRMs (e.g., Salesforce) and CSPs (e.g., Gainsight) is advantageous. Exceptional Communication Skills: Strong written and verbal communication skills with the ability to handle strategicconversations and deliver concise, respectful, and value-driven messaging. Customer-Centric ApproachDemonstrated ability to understand customer needs, anticipate challenges, and respond withurgency to deliver exceptional service. Critical Thinking and Problem SolvingAbility to analyze complex problems, think logically, and make sound businessdecisions that benefit both Blackbaud and the customer. Organization and Time ManagementProven skills in managing multiple projects and priorities, meeting deadlines, andmaintaining a high level of productivity. Team Collaboration and Emotional IntelligenceStrong interpersonal skills, showing empathy, tact, and diplomacy inmanaging client relationships and supporting colleagues. AdaptabilityComfort working in a fast-paced, dynamic environment with a proactive attitude to adapt to evolving client andbusiness needs. Data-Driven MindsetExperience leveraging analytics, reports, and trends to measure success, improve client outcomes, andenhance product usage. Self-Motivation and LearningDemonstrated desire to grow professionally, pursue continuous learning, and set personalgoals that align with team success.Core Competencies Active listening, empathy, and ability to create positive and impactful client experiences. Strong problem-solving abilities, independent decision-making, and confidence in judgment. Proficiency in aligning work with company objectives and understanding the impact of individual actions on businessmetrics. Proactive communication with an emphasis on building trust, managing expectations, and maintaining accountability. Effective collaboration with a focus on teamwork, supporting others, and contributing to the collective success of the team. Ownership and responsibility in delivering quality work and addressing issues constructively. Advanced level English Ability to work US East Coast hours India Location Our India location is a cornerstone of our global efforts, where innovation and collaboration come together to drive our mission forward. This stems from our commitment to expanding our global impact by harnessing the incredible talent pool in Hyderabad. Here, youll find a supportive and inclusive environment that values your contributions and encourages growth, both professionally and personally. We offer a hybrid work model, blending remote and in-office work to allow flexibility while supporting you personally and professionally. We Thrive Together! Stay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

Roles and responsibilities - Deliver Business Targets Achieve top-line and bottom-line targets for the Business by closely monitoring and driving key business metrics - PnL, Conversions, Core business metrics, input and output metrics etc. Maintain Sales pipeline: projections and closures in coordination with the internal team Escalation management-Scope of escalation from the customer end and act on it to close the escalation including all the stakeholders.Mitigate the escalations and provide framework to reduce the overall complaints by introducing a system to share the feedback to operations. Provide a weekly update on operations metrics and share insights/actionables of the business. People management - conduct performance review along with managers and update all relevant stakeholders Coordinate with other stakeholders to get the task/requests closed. Consistent tracking of operations funnels and end-to-end ownership of Targets for the function. Overall being responsible for the business process to perform and do best month on month. Prepare monthly, quarterly and annual forecasts and achieve them. Driving the revenue targets internally and ensuring growth in the function month on month. Utilizing a high level of work independence and autonomy of decisions to enable the team for 100X growth in the next few years Requirements- MBA/M-tech/B-tech/ with similar experience in the past. 5 to 8 years of professional work experience handling field sales team Strong problem-solving and analytical skills Must have a team handling experience of 80-100 or more member team Excellent communication and interpersonal skills Should be adept at using MS Excel/google sheets. Should be self driven and have a proven track record. Should be ready to work in fast paced environment Should be able to take quick data driven decisions and execute them as well.

Job Description: Position Purpose : To lead and manage end-to-end finance operations, team performance, stakeholder engagement, and process improvement initiatives within a global shared services environment (Bangalore hub), ensuring delivery excellence across multiple financial processes. Core Responsibilities : Operational Management (40%) Oversee E2E finance processes (S2P, O2C, R2R) Ensure SLAs, metrics, and regulatory compliance Lead transitions, migrations, and performance reporting People Management (20%) Lead, mentor, and manage a team (up to 30 FTEs) Drive performance, development, and engagement Foster inclusive, high-performing culture Stakeholder Management (20%) Build and maintain strong relationships with internal/external stakeholders Provide timely escalation management and business support Collaborate cross-functionally (Ops, IT, Compliance, HR) Process Improvement & Transformation (20%) Drive continuous improvement (Lean/Six Sigma/Automation) Support ERP migrations, RPA/BI integration Align with global process strategy and best practices At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We re committed to fostering an inclusive environment where everyone can thrive. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .

Looking for candidates with people management, workflow, service delivery and quality assurance skills. Must know productivity calculations, capacity planning, occupancy planning, escalation management, project management, Team handling

As a Technical Program Manager, you will anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints. You will have an ability to take large, complex programs and break them down into manageable pieces, develop functional and technical user stories, then deliver them in a successful and timely manner. Maturity, high judgment, negotiation skills, ability to influence, analytical thinking and leadership are essential to success in this role. In this role, you will: - own the success of the program including developing and managing the partner relationships to expand the impact of the program. - Lead planning, execution and delivery of projects across multiple teams, i.e., break down ambiguous science and engineering goals into manageable milestones, write functional specifications, create system design, solve complex technical problems, interface with multiple teams, and deliver solutions in a successful, agile, and timely manner. - Own communication for delivery across these projects with senior leadership and across partner organizations, own review documents, newsletters, wiki page development etc. - Anticipate bottlenecks and balance business needs versus technical constraints to move these projects forward quickly. - Manage resource allocation for all projects across all technical teams and keep the overall program roadmap balanced. A successful candidate will bring deep technical and software expertise, strong project management skills, good judgment and desire to have an industry wide impact and ability to work within a fast-moving environment in a large company to rapidly deliver services that have a broad business impact. BASIC QUALIFICATIONS 7+ years of working directly with engineering teams experience 5+ years of technical product or program management experience 3+ years of software development experience 5+ years of technical program management working directly with software engineering teams experience 5+ years of experience working in an agile and/or scrum environment Experience managing programs across cross functional teams, building processes and coordinating release schedules PREFERRED QUALIFICATIONS 5+ years of program management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules Experience defining KPIs/SLAs used to drive multi-million dollar businesses and reporting to senior leadership Compensation, Benefits and Duration Minimum Compensation: USD ,000 Maximum Compensation: USD ,000 Compensation is based on actual experience and qualifications of the candidate. The above is a reasonable and a good faith estimate for the role. Medical, vision, and dental benefits, 401k retirement plan, variable pay/incentives, paid time off, and paid holidays are available for full time employees. This position is not available for independent contractors No applications will be considered if received more than 120 days after the date of this post

Job Title: PM- Insurance About Us Capco, a Wipro company, is a global technology and management consulting firm. Awarded with Consultancy of the year in the British Bank Award and has been ranked Top 100 Best Companies for Women in India 2022 by Avtar & Seramount . With our presence across 32 cities across globe, we support 100+ clients across banking, financial and Energy sectors. We are recognized for our deep transformation execution and delivery. WHY JOIN CAPCO You will work on engaging projects with the largest international and local banks, insurance companies, payment service providers and other key players in the industry. The projects that will transform the financial services industry. MAKE AN IMPACT Innovative thinking, delivery excellence and thought leadership to help our clients transform their business. Together with our clients and industry partners, we deliver disruptive work that is changing energy and financial services. #BEYOURSELFATWORK Capco has a tolerant, open culture that values diversity, inclusivity, and creativity. CAREER ADVANCEMENT With no forced hierarchy at Capco, everyone has the opportunity to grow as we grow, taking their career into their own hands. DIVERSITY & INCLUSION We believe that diversity of people and perspective gives us a competitive advantage. MAKE AN IMPACT We would like to raise below external demand for PM Transaction Banking Locations - Pune /Bangalore Notice period -Immediate Mandate Skills - PM Skills + Banking experience + Transaction Banking + Retail Payments Please see JD below: Project Manager role experienced in CTB / Compliance & Regulatory Retail Payments ecosystem. Strong Experience in Swift / SEPA / Cross Border Payments / ISO20022 payments. Good to have managed Mobile release cycles as well in role of PM. 8+ years of experience as a Project Manager in BFSI domain Exceptional ability to manage senior stakeholders effectively. Extensive experience in Agile-driven delivery. Strong analytical and problem-solving skills. Comprehensive end-to-end project management expertise. Proven delivery management capabilities. Expertise in RAIDs and escalation management. Fundamental skillset in Jira and Confluence Excellent communication skills and strong stakeholder management experience (multi - geography).

SHARP (Supply Chain Analytics Research and Product) team within ROW (Rest Of World, which includes India, Japan, and Emerging Countries) APEX (Analytics, Product and Execution) org is driving several innovations in Amazons Supply Chain right from our fulfillment centers to our transportation network, to bring the world s most customer centric experience to ROW. We are looking for a Product leader to define, design and develop solutions for establishing and optimizing inventory control and supply chain processes for the ROW stores, thereby improving the fulfillment center operations and delivery experience of our end customers. As a Senior Product Manager in the ROW SHARP team, you will be responsible for the defining and delivering on the product roadmap, product testing, monitoring customer adoption and feedback, defining and analyzing performance metrics, and achieving cross-functional alignment with other Amazon stakeholders. This is a leadership position that requires a high bias for action and a willingness to dive deep. If you feel excited by the challenge of setting the course for large company-wide initiatives and being involved hands-on in the delivery of these initiatives, this may be the next big career move for you. This role is based out of Bangalore. Responsibilities include Work with multiple operations and internal software development teams to design, build, and maintain processes and features to help drive supply chain expansion across ROW. Define, own and manage the supply chain feature roadmap with the software development teams using Agile Software Development to deliver customer valued features Clarify and drive short-term project priorities and commitments, as well as establish and maintain clear chains of project management and accountability Interact with Project Sponsors, Technical Program Managers and multiple Development Teams to define and deliver complex features. Collaborate with Global Technology and Product teams to understand global processes and refine them to suit the ROW business context and requirements Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints. Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities. A successful candidate will demonstrate Strong program and product management skills Ability to work with multiple stakeholders from various areas including operations and tech Ability to work with internal and external customers to identify opportunities and translate them into clear solutions and business requirements. Ability to deliver on multiple deadlines and prioritize compulsively as a self-directed individual, comfortable with a fast-paced, ambiguous environment Ability to build strong relationships with stakeholders and key partners for the initiatives you re owning/collaborating on Ability to communicate clearly and effectively with developers, business owners, and senior business leaders 5+ years of product or program management, product marketing, business development or technology experience Bachelors degree or equivalent Experience owning/driving roadmap strategy and definition Experience with end to end product delivery Experience with feature delivery and tradeoffs of a product Experience as a product manager or owner Experience owning technology products Experience in influencing senior leadership through data driven insights Experience working across functional teams and senior stakeholders

Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities. Position Title: Service Coordinator Position Description The Call Management Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met. The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer. Key Areas of Responsibility The main duties of the Service Coordinator include the following: Accept ownership of work orders routed to CALL MANAGEMENT Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts. Scheduling appointments with security escorts or third party service providers as required. Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time. Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall. Performing predefined start and end of day processes within the CALL MANAGEMENT. Recording any requested information for customer complaints referred by any outside source and managing escalations as defined. Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory. Providing a central point of communication for engineers and handling any incoming telephone messages that may require to be transmitted to the engineers within the territory. Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments. Regularly inspecting any holiday and absence tools used by the Territory Managers. Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload. Ensuring the correct and timely closure and completion of all work orders At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed, except where automatic closure by the CE is available. Provide parts management/coordination (working with Logistics for SLA S) as assigned Follow Global Call Management tools, process and procedures as documented and posted in GP&S Scope Proactively plans, prioritizes, and assigns all outstanding work order tasks for Customer Engineers and ensures the prompt delivery of service to meet our contractual terms and conditions Work Environment The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations The position involves prolonged periods of PC and telephone usage. The Service Coordinator is accountable for continuously receiving and handling high volumes of work orders The Service Coordinator works in a team environment and interacts with multiple internal customers. Reports to the CALL MANAGEMENT Team Leader Education and Background Education and Experience Requirements Graduate in any discipline with two to three years experience in the area of Coordination / customer Service and Support preferred Basic PC literacy Keyboard proficiency Understanding of geographical areas and ability to utilize mapping tools for assigning work orders Understanding of Windows-based applications/tools Relationship building skills Excellent communication skills, verbal and written as well as listening skills

Role Overview: This role will require you to have strong experience in managing cross-functional projects from inception to launch, overseeing the full life cycle. You will own and drive technical projects across various stages, ensuring on-time delivery with quality during onboarding and execution between internal teams and global partners. How will you create Impact: Primary responsibility: Youll support integration projects that incorporate proactive and innovative delivery, addressing business challenges and achieving goals. Youll collaborate closely with customers, partners, business leaders, management, and cross-functional teams to define requirements, create roadmaps, and execute multiple business priorities. Youll manage the end-to-end partner API integration process and handle customer and partner interactions. Youll identify opportunities and define processes to accurately capture scope, dependencies, schedule, metrics, and risks for program success. Youll plan and manage project schedules, anticipate risks, and provide mitigation strategies, along with escalation management, recommending engineering trade-offs aligned with business goals. Youll effectively communicate program status and updates to all stakeholders on a regular basis. Youll escalate red flags to executives in a timely manner, using sound business judgment. Resolve customer concerns and requests efficiently in a timely manner. Secondary Responsibility Ability to efficiently run multiple projects simultaneously, involving multiple business partners, stakeholders in a fast-paced environment. Communicate effectively and manage the expectations of multiple stakeholders (both) internal and external. Manage conflicts, drive effective teamwork, communication, and collaboration, and build a partnership across the teams. Maintain and navigate the organization using formal / informal networking skills. Proven ability to build strong relationships and lead and influence cross-functional and partner teams. Manage conflicts, drive effective teamwork, communication, and collaboration, and build a partnership across the teams. Should be to maintain and document processes and business requirements. Excellent problem solving and decision-making skills exercising good professional judgement. People Management and networking skills. Result Oriented, fast learner and ability to handle fast paced environment. Essential qualifications: Experience: 3-5 years in Payments, Fintech, or Financial Services with hands-on involvement. Project Management: Proven experience as a Project Management Professional within Information Technology Services. Technical Knowledge: Familiarity with API integrations is essential. Methodologies: Strong understanding of program/project management and SDLC practices. Team Collaboration: Comfortable working in team environments and adaptable to change; capable of working independently when needed. Relationship Management: Skilled at building and maintaining relationships with international customers and colleagues. Multitasking: Experienced in managing multiple projects in fast-paced settings. Attention to Detail: Highly detail-oriented with strong organizational skills. Language Proficiency: Fluent in English; multilingual abilities are a plus . Interview rounds & assessments: Table for Two: A brief chat with one of our Recruiters to assess your foundational competencies and provide an overview of TerraPay. Beyond the Bio: A discussion with an SME or the RM to evaluate your role-specific knowledge, problem-solving abilities, and gain a deeper understanding of the company and team dynamics. Manager Meetup: A comprehensive discussion about the role and responsibilities, expectations, and mapping out potential career growth. Let s Collab: A cross-functional round that offers insights into other teams and functions and explores how your role aligns with them. (Only if recommended by the Hiring Manager.) Hot Seat: A cultural fit round that includes an overview of the company s core values and long-term plans. Why TerraPay: TerraPay is a global money movement player on a mission to build a borderless financial world. We believe payments should be instant, reliable, transparent, seamless, and fully compliant. Registered and regulated across 31 global markets, we are a leading payments partner for banks, mobile wallets, money transfer operators, merchants, and financial institutions. We are proud to be a twice-certified Great Place to Work and were featured in the 2023 CB Insights Fintech 100 and the 2024 Financial Times 1000 lists. Read more about TerraPay here Our culture & core values: At TerraPay, we don t just talk about our values we live by them. Humility, ownership & responsibility, entrepreneurship, global citizenship, and trusting empowerment are the principles that guide everything we do. If you re looking for a career that offers abundant opportunities for innovation and a culture of excellence, TerraPay is the place to be. With comprehensive healthcare benefits, cab facilities for our India-based employees, and a generous leave policy, we ve got you covered. Join us in one of our 10 offices worldwide and collaborate with a diverse team representing 40+ nationalities . Explore more vacancies here Click here to see what our employees feel about TerraPay. Stay connected with TerraPay on LinkedIn

Skill required: Category Management - Procurement Operations Designation: Procurement Practice Manager Qualifications: Any Graduation Years of Experience: 15 - 20 Years What would you do Category planningDeliver the External Talent strategy and, when relevant, customize it per local needsLeverage industry & stakeholder inputs to influence External Talent solutioningBuild work planning and category governance for the India MUSet up MU targets in alignment with Global P+ and category goals and follow progress / achievement of those KPIStakeholder managementPartner with ET Strategy Lead and ET MU teams to solution on Stakeholder (DOO, Service Line Leads, CALs, Cx, Avanade, etc.) requirements relating to Supply Chain including but not limited to sales/opportunities, supplier sourcing, supplier analysis etc. and create value Promote ET Capability to Stakeholders and guide the team to do so Manage internal customer feedback on supplier performance Supplier management Promote greater use of Global or Regional Strategic and Preferred suppliers Manage supplier relationship with critical and strategic suppliers in relationship with P+ 360 Partnership team and lead Suppliers business reviewsGuide MU ET Leads on performance management of local strategic suppliers Project ManagementSupport the implementation of Global/Market External Talent programs and principles Provide direction, manage status against agreed plan and provide escalation management Provide regular status in accordance to agreed status templates to Global ET Delivery Lead and Market Lead Support Market External Talent Strategy lead to gather/ showcase project delivery outcomes Sourcing & Contracting Identify market and local MU sourcing projects in line with the Global External talent strategiesCreate and maintain local sourcing pipeline through spend and talent skills analysis as well as through regular supplier and stakeholder meetings Support market or cross MUs high complex strategic sourcing and complex contracting projects Ensure overall policy & law compliance in process executionBe accountable of the External Talent Delivery within the Market and act as an escalation point for Delivery challenges Promote the use of contracts and buying channels according to category strategies Team managementSupervise and guide assigned team membersManage team members performance/capacity, escalating to Global ET Delivery Lead and P+ CXLs where necessaryProvide support to team on resource decisions including business case, interviews, etc.Connect with SSC POC/Lead on a regular basis for continuous improvements and issue escalationsLead Market community calls to encourage synergies & knowledge sharing and foster team spirit What are we looking for Knowledge, Skills and AbilitiesExpert in category management and sourcing execution as well as project management and planning Excellent knowledge of procurement and category strategy development and conveyance Exceptional track record of building relationships with stakeholders that have resulted in high customer satisfactionAbility to understand client requirements and executing Procurement strategies to meet those requirementsStrong capability to independently interact throughout the broader Accenture organization Proven knowledge in sourcing and procurement methodologies and concepts Advanced in analytics and the ability to analyze specifications and influence demand Strong in risk and compliance management as well as supplier management Extensive experience in contract negotiationsStrong knowledge of procurement tools content and data analysis Good procurement project and process management knowledge and experience Expert knowledge of the External Talent Staffing industry and commercial models Capacity to forecast Accenture job demand (e.g AI and related skilled workforce) Deep working experience in ETM industry, with a Procurement & Talent experience Strong analytical, presentation, communication, interpersonal and influencing skills Forward, out of the box thinking and an innovative, disruptive, and open mindset Action oriented and solution minded team player with high degree of self-management Ability to manage multiple projects, adopt a flexible approach and prioritize tasks appropriately Comfortable navigating in a multicultural environment and broad environment and with all levels of the organizationAbility to coach/mentor and lead if required; ability to collaborate, advocate a shared vision, and execute with agilityRequisite Education and Experience / Minimum QualificationsAny graduation At least 10 years of relevant procurement experience in categories like external talent management, contractors, contingent labour, staff hiring and recruitment. Good understanding of contingent labor-related legal landscape Roles and Responsibilities: Manage the Procurement Plus External (Recruitment & Staffing) Category for the Region or DomainManage and develop the Regional category organization structure aligned with the P+ Market Lead and P+ MU Leads Manage direct reports and/or targeted positions incl. target setting, performance review, and career and training development Set stakeholder objectives and obtain ownership buy-in Assess impact of Regional and MU changing requirements, including legislation and policies Actively support roll-out of global/regional category development initiatives Support strong and robust procurement and category infrastructure aimed at optimizing activities Create Regional Stakeholder and Supplier relationships by having regular executive meetings and/or being included in executive staff meetings/reviews. Ensure execution and measure of the yearly action plans to improve the category performance Actively participate in category community calls and foster team spirit globally Ensure implementation of procurement initiatives and sourcing agreements for the market Coordinate resource allocation to support market initiatives and ensure successful regional rollout Lead and support strategic category management and procurement activities in market Support regional/ MU category execution by setting implementation plans and measurements/reporting Identify, support and implement other improvement initiatives, e.g. specification optimization Promote the use of contracts and buying channels according to category strategies Drive alignment with Business Unit solutions and the Strategic Solution Supplier Lead and measure additional value add Manage supplier and customer relationships globallyManage Regional supplier relationships in line with Global Category and 360 COE SRM strategy Develop and maintain effective strategic relationships with key internal customers and stakeholders Manage internal customer feedback on category organization & supplier performance Qualification Any Graduation

Location : Lower Parel, Mumbai. Service recovery is a customer grievance handling unit. The potential candidate will be responsible to handle IRDA complaints, PMO office, IGMS, Branches, call centre/e-mail/chat, customer walk ins and Sr. Management escalations. What does the job entail? Responsible for resolving customer queries and service requests received through email Ensure service interactions are dealt with promptly including service recovery Responsible for closing HNI Policy Servicing FR raised with TAT Responsible for ensuring Maturity and Annuity credits happen to customers on due dates by co ordinating with customers and stakeholders for submission and process of requests on time Drive targets for ensuring HNI/NRI Unclaimed balance Drive targets for reducing email FRs by curbing trigger of incorrect FR /Co ordinating with customer for faster closure of FRs Deliver best in class customer experience in the service interactions leading to improved VOC Identify gaps in existing processes and work with various project teams to drive improvements Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets Essential conditions: Education: Graduation Work exp: 2+ years into BFSI Sector Service Recovery Work related skills: Good in Excel, process of cross-functional departments and effective communication skills. For more information: Komal B./ HR Team Phone/WhatsApp: +91 93289 59079 Email : komal@tekpillar.com

Location : Lower Parel, Mumbai. Service recovery is a customer grievance handling unit. The potential candidate will be responsible to handle IRDA complaints, PMO office, IGMS, Branches, call centre/e-mail/chat, customer walk ins and Sr. Management escalations. What does the job entail? Responsible for resolving customer queries and service requests received through email Ensure service interactions are dealt with promptly including service recovery Responsible for closing HNI Policy Servicing FR raised with TAT Responsible for ensuring Maturity and Annuity credits happen to customers on due dates by co ordinating with customers and stakeholders for submission and process of requests on time Drive targets for ensuring HNI/NRI Unclaimed balance Drive targets for reducing email FRs by curbing trigger of incorrect FR /Co ordinating with customer for faster closure of FRs Deliver best in class customer experience in the service interactions leading to improved VOC Identify gaps in existing processes and work with various project teams to drive improvements Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets Essential conditions: Education: Graduation Work exp: 2+ years into BFSI Sector Service Recovery Work related skills: Good in Excel, process of cross-functional departments and effective communication skills. For more information: Komal B./ HR Team Phone/WhatsApp: +91 93289 59079 Email : komal@tekpillar.com

Hi, Naukri.com is hiring for Customer Support for Noida location. As discussed, please find the mentioned JD for the said role. About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks: Day Shift 5 Days working

Job Summary: To manage and impact improvement in the Affluent Clients' Service parameters and the delivery of client experience so that Affluent Banking becomes a benchmark in customer service for premium banking customers in the industry. Responsibility Areas: Support in managing all Private Bank sales and service activities for the assigned region Provide complete and comprehensive information to customers on products, services and ensure best services are provided to them Analyze clients cash, capital, and investment needs Monitor the performance of client accounts and suggest ways to improve returns Ensuring appropriate control framework is in place and operations risk are properly managed Automating key activities of the business to gain efficiency in delivery Streamlining of the digitization activities in the process Assure adherence to the guidelines set by the bank Ensure bank meets the audit, compliance regulatory requirements Gather latest Market intelligence and track benchmark against best practices in competitor banks. Manage and improve the customer journey and partner experience to differentiate the bank from competition Evaluate the feasibility of Digital enablement from offering, channel process point of view and ensure its implementation to improve overall operational efficiency Collaborate with other departments and functions to provide best-in-class products and service offerings to the customer Preferred Skill Set: Prior experience in managing Service Delivery and client experience agendas roles at a level of geographic zone / pan-India central role Will bring a mix of business acumen and Service orientation to be able to create service excellence as a culture with a view to enhance business value Excellent communication, analytical & reviewing skills Inter-personal coordination & Team Player Previous exposure to CRM systems and Finacle is a critical skill. Excellent ability to use Excel and PowerPoint

Job Description- Education Qualification- Any Bachelors Degree Relevant Experience- 35 years of experience in customer service or complaints management It will be Permanent on role job of TATA Capital Job Summary: The Grievance Redressal Manager is responsible for overseeing the complaint handling process to ensure that customer issues are resolved effectively, fairly, and in a timely manner. This role also involves analyzing complaint trends, ensuring regulatory compliance, developing response strategies. Skill Set Required- Knowledge of customer service standards, complaint management tools, and CRM systems Excellent communication and interpersonal skills. Ability to handle sensitive and escalated issues with professionalism and empathy. Familiarity with regulatory requirements in the relevant industry Key Responsibilities: Receive, acknowledge, investigate, and resolve customer complaints across multiple channels (email, phone, social media, etc.). Lead and mentor a team of complaint resolution executives and provide training, coaching, and performance reviews. Ensure complaints are managed in line with internal policies, and service level agreements (SLAs) ensuring to comply with legal and regulatory standards. Track and analyze complaint data to identify trends, recurring issues, and opportunities for improvement. Prepare regular reports for senior management, highlighting performance metrics and areas for concern. Conduct in-depth investigations to identify the root cause of complaints Draft clear, empathetic, and professional responses to customers. Ensure consistent communication with complainants throughout the resolution process. Recommend and implement process improvements to enhance the customer experience and reduce complaints. Monitor effectiveness of changes and adjust as necessary. Preferred Experience - Previous experience in Operations in NBFC/Bank Location : Thane, Pokhran Road Regards, Pushpa Koli State HR Manager – Retail Finance, DSMG & Operations Mob : 8657416676 / Email: pushpa.koli@tatacapital.com

About Aramya: At Aramya, were redefining fashion for Indias underserved Gen X/Y women, offering size-inclusive, comfortable, and stylish ethnic wear at affordable prices. Launched in 2024, weve already achieved 40 Cr in revenue in our first year, driven by a unique blend of data-driven design, in-house manufacturing, and a proprietary supply chain. Today, with an ARR of 100 Cr, were scaling rapidly with ambitious growth plans for the future. Our vision is bold to build the most loved fashion and lifestyle brands across the world while empowering individuals to express themselves effortlessly. Backed by marquee investors like Accel and Z47, we’re on a mission to make high-quality ethnic wear accessible to every woman. We’ve built a community of loyal customers who love our weekly design launches, impeccable quality, and value-for-money offerings. With a fast-moving team driven by creativity, technology, and customer obsession, Aramya is more than a fashion brand—it’s a movement to celebrate every woman’s unique journey. We are looking for a Customer Success Team lead to join our team. Key responsibilities: Deliver Exceptional Customer Support : Ensure timely and effective resolution of customer issues with a strong service mindset. Own Escalations & Quality Assurance : Handle escalated cases and run QA checks to maintain consistency and service excellence. Improve CX Processes : Continuously refine workflows and introduce innovations to enhance customer experience. Lead and Develop the Team : Train, mentor, and motivate team members to meet and exceed performance standards. Drive Reporting and Strategy : Generate performance reports to support data-driven decision-making across CX functions. An ideal candidate must have: 5–7 years of experience in customer service or excellence roles, with at least 2–3 years as a team lead in D2C, e-commerce, or consumer-facing companies Hands-on expertise with support tools across chat, voice, social media, and ticketing platforms Strong leadership, communication, and organizational skills Comfortable working with data and generating performance reports Bachelor’s or Master’s degree in any discipline Proficient in both Hindi and English Passionate about delivering outstanding customer experiences Immediate joiners preferred

Hi, Naukri.com is hiring for Customer Support for Noida location. As discussed, please find the mentioned JD for the said role. About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks: Day Shift 5 Days working

Hi, Naukri.com is hiring for Customer Support for Noida location. As discussed, please find the mentioned JD for the said role. About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks: Day Shift 5 Days working

Job Summary: Senior Escalation Executive We are seeking a Senior Escalation Executive to manage and resolve high-priority customer complaints and escalations. The ideal candidate will be responsible for driving resolution across internal teams, ensuring customer satisfaction, and continuously improving the escalation process. Key Responsibilities: Own and manage Level 2/3 customer escalations received via email, social media, or call center. Analyze root causes and coordinate with cross-functional teams (Tech, Ops, Product, Finance) for swift resolution Maintain TAT and quality SLAs for escalated tickets Provide clear, empathetic, and professional communication to customers throughout the resolution process Identify recurring issues and work with internal teams to propose process or product improvements Log, track, and report escalation trends and performance metrics to stakeholders Support training and mentoring of junior support agents on handling sensitive cases Work closely with QA and Training teams to align on customer experience standards Handle VIP, regulatory, and legal escalations with confidentiality and maturity Key Requirements: Graduate in any discipline; preferred: specialization in business, communication, or related fields 25 years of experience in customer support with at least 1–2 years handling escalations or complaints Strong verbal and written communication skills in English (regional language proficiency is a plus) Ability to handle irate customers with calm and professionalism Exposure to tools like Zendesk, Freshdesk, Salesforce, or any CRM Analytical mindset with strong problem-solving skills Willingness to work in a fast-paced, customer-first environment Flexibility to work in rotational shifts (if applicable) Preferred Qualifications: Experience in BFSI / FinTech / E-commerce / Telecom / SaaS customer support Experience from compliance or regulatory sector industry

Role & responsibilities - 5+ year experience in customer service, 2+ year as a manager - strong communication & leadership skill - spoken and written English should be top notch - experience in D2C & e-commerce is a plus. - should know how to handle customers over WhatsApp, Instagram, calls, email & chatbots Kindly email your resume at rashmi.sharma@positivegems.com

L2 Escalation in credit Card Handling escalated tickets from the 1st line Customer Support team with excellent communication. POC for all ongoing mass failures &critical escalations. work Nights & rotating shift HR- shamli.urbanecorps21@gmail.com

GreenCell Mobility is seeking a dedicated Customer Experience Manager to ensure that services delivered by our Business/Service partners and their extended networks consistently meet a pre-defined, best-in-class service quality level. This role is crucial for proactively identifying and resolving service quality issues, minimizing repeat complaints, and leading initiatives to enhance overall customer satisfaction. Key Responsibilities: Service Quality Assurance: Ensure services delivered by Business/Service partners and their extended teams meet a pre-defined, best-in-class service quality level for exceptional customer experience. Gap Identification & Resolution: Identify gaps in process adherence and implement timely resolutions to minimize repeat complaints. Proactive Issue Diagnosis: Proactively diagnose and resolve service quality issues through thorough Root Cause Analysis (RCA) to prevent repeat complaints before customers are impacted. Service Recovery Leadership: Lead from the front by partnering with Outsourced Partners and Cross-Functional Teams to develop and implement a robust Service Recovery Roadmap. Complaint & Escalation Management: Possess in-depth knowledge and manage all aspects of Complaint Management and Escalation Management. Performance & Trouble Ticket Management: Oversee Performance Management, Service Level Agreement (SLA) adherence, Monitoring, and Trouble Ticket Management, ensuring timely closure of all issues. Customer Service Delivery Representative Responsibilities (Oversight): Ensure prompt responses to customer inquiries/complaints as per defined SLAs. Oversee communication with customers through various channels (Voice / Non-Voice). Ensure service representatives possess comprehensive product knowledge to answer customer questions effectively. Oversee the accurate recording of customer interactions, transactions, comments, and complaints. Coordinate and facilitate communication with different internal departments for efficient complaint closure. Provide feedback on the efficiency and effectiveness of the overall customer experience process. Desired Candidate Profile: Experience: 7+ years of relevant experience supporting the service delivery function by seeking opportunities for process improvements to positively impact productivity. Relevant experience working with various stakeholders to ensure the effective execution and delivery of the role.

Dear Aspirant, ReSource Pro Operational Solutions Private Limited, Bangalore About ReSource Pro: About Us: ReSource Pro brings to the insurance industry tools, technology and strategic services that enable profitable growth through operations excellence. Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock. Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009. Over 4,700+ ReSource Pro employees provide dedicated support to more than 370+ insurance organizations, consistently achieving a 97% client retention rate for over a decade. We help you execute your most complex business objectives with solutions designed to boost performance, productivity and profitability. ReSource Pro Global Achievements: ISG Provider Lens Insurance BPO Services and Platform Solutions 2020 ReSource Pro is placed as High in Product Challenger. EVEREST PEAK Matrix P&C Insurance BPS Peak Matrix Assessment 2021 ReSource Pro is identified as a strong Market Impact in the list of Major Contenders Contact : HR Karthik - 9008042208 | | Mail Id: Karthik_Venkat@resourcepro.in Job Description - Assistant Manager, SDU, India I. Basic Information Job Title : Assistant Manager Service Delivery Report to Manager - Service Delivery Department Service Delivery Unit Location Bangalore, India II. Purpose of the Position ReSource Pro is a fast growing company, recognized by Inc.500|5000, Fastest Growing Private Companies: 2009-2014 and IAOP Global 100: 2009-2015. Our growth is accelerating, with a goal to expand from 3,000 to 5,000 employees in 5 years across our delivery centers in China, India and the US. As a recognized leader providing innovated and integrated solutions to the insurance industry, we are in the process of transforming into a world-class service organization and well on our way. And thats why this role is so important to our organization. In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a unique opportunity for the right candidate. In this role, you will lead and supervise Service Delivery Team Leaders/ Client Specialist and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead department, division or company level projects to realize corporate goals and strategies. III. Principal Responsibilities Responsibilities Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.) Description (Do in order to/to ) 1) Talent Inventory Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors. 2) Client Services Oversee the daily operations of each client teams to ensure client satisfaction; manage email, phone or in-person interactions with clients to maintain and enhance client relationship; execute company-wide client related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients. 3 Business Growth Proactively seeks opportunity to improve client experience and drive business growth. Support US based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies. 4 Problem Solving Resolve high impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively. 5 Managing Projects Stay well informed of corporate goals and strategies; identify and lead department, division or company level projects. Lead assigned cross-function or company-wide activities and projects. 6 Employee Engagement and Budget Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction and business development needs. Manages priorities and budgets to meet company, department and team goals. The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs IV. Contact Scope Internal Contacts All HR & Corporate Services departments External Contacts Client contacts, all US departments V. Minimum Qualifications Experience Minimum 9 years experience, 3-5 years management experience Education Background Bachelor Degree (Major) Skills Auditing, Training, Quality check, SOP creation, Process Transition, Escalation management, Performance management, Attrition, Shrinkage and Capacity Planning Competencies and Behaviors Manages for effective performance and develop staff Builds effective team relationships Communicates effectively Demonstrates functional excellence Customer centric Licenses/Certificates N/A Employee Value Proposition: Join Work with the best in class profession and know what they do Learn Learning is a lifelong process and you will have ample opportunities to develop Advance Real time promotions on business needs. Earn Our total reward strategy is much more than the base salary Contact Scope: Contact : HR Karthik - 9008042208 | | Mail Id: Karthik_Venkat@resourcepro.in

You are an experienced and proactive Operations Manager responsible for setting up, leading, and managing the operations team based in Thane. In this critical leadership role, you will ensure smooth and efficient logistics execution, deliver outstanding customer service, and foster a high-performing team culture. Your key responsibilities include team leadership and development, customer service and escalation management, operational execution, collaboration, and reporting. As the Operations Manager, you will build and manage a team of Operations Executives handling daily shipments, provide coaching and guidance for service excellence, and develop training programs for staff. You will also serve as the senior escalation contact for customers in India, oversee operational processes from shipment bookings to delivery, and ensure compliance with global SOPs and customer requirements. Your role involves collaborating with global Marinetrans offices for seamless coordination, providing regular reporting on team performance and operational KPIs, and participating in continuous improvement projects. To qualify for this position, you should have a Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field, along with 6-10 years of logistics experience, including managerial roles. The ideal candidate will possess strong knowledge of international shipping, air and sea freight, and customs procedures, as well as excellent leadership, communication, and organizational skills. Proficiency in logistics software and the Microsoft Office Suite is required. Previous experience in marine logistics is advantageous but not mandatory. In return, Marinetrans offers you a leadership role in a globally recognized logistics company, the opportunity to build and shape a new team and operational setup in India, international exposure, cross-functional collaboration, and career development in a dynamic industry. Marinetrans is a global logistics provider specializing in marine spare parts delivery, offering end-to-end solutions for the maritime industry. Join us in establishing a strong operations hub in India and lead our team in Thane, Mumbai.,

As a Technical Account Advisor at Google Cloud, you will leverage your technical expertise and customer service skills to provide clients with a seamless experience that fosters success on the Google Cloud platform. Your role will involve utilizing your background in cloud infrastructure, enterprise technology implementation, and customer management to offer crucial support and guidance to clients. Working alongside a team of Account Advisors, you will be responsible for managing the technical support and implementation process for a designated group of customers. This will include delivering both proactive and reactive assistance on client issues, ensuring timely updates, and assisting in tracking, escalating, and resolving technical challenges. Travel may be required based on business needs. Google Cloud plays a pivotal role in helping organizations worldwide achieve digital transformation by providing enterprise-grade solutions powered by cutting-edge technology. Trusted by customers in over 200 countries and territories, Google Cloud is committed to enabling growth and addressing critical business challenges. Your responsibilities will include supporting client onboarding, conducting in-depth searches, facilitating quarterly operational health reviews, monthly service reviews, managing escalations, providing learning recommendations, and hosting regular meetings. You will be instrumental in driving customer adoption of Google Cloud by delivering exceptional support and services, offering technical guidance, and overseeing timelines, milestones, migration targets, and business transformation goals. Additionally, you will take ownership of escalation management, maintain the overall support and services relationship through regular reviews, track key operational metrics, and address any pain points to ensure a seamless customer experience. Furthermore, you will lead quarterly service reviews to discuss best practices, review key customer growth and health metrics, and accelerate cloud adoption. Advocating for customer needs, you will work to address technical issues, maintain customer momentum, and ensure a positive experience throughout the client journey.,