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Verify customer entitlements vs contract: review customer set-up in systems, validate users, updates systems, and input customer information • Dispatch Deliveries and Schedule Support Program Deliveries: Validate contract credits, create dispatch in systems, communicate dates, manage scheduling and rescheduling • Capture and Triage new Support Needs: Create support needs based on recommendations and align to a delivery project • Prepare for Support Delivery Projects & present findings to Customer Success Account Managers (CSAM) • Generate a Support Project Proposal Summary: Create a delivery project in systems • Meeting Prep and Post Meeting Activities: action post meeting items as directed by CSAM, track progress and provide updates to CSAM • Renewal Process Support: Do standard customer research to be used during the renewal process by CSAM • Reactive Support Governance: Track and manage case histories and ensure expected SLA/outcomes met for and assist with high impact escalations • Develop a good level of process & product knowledge to speak intelligently to customers and successfully address specific objections • Clearly document and track qualitative feedback and quantifiable measurements Last updated: December 9, 2020 2 • Initiate steps through appropriate communication channels to address customer concern • Ensure a high level of professionalism during all interactions with customers • Collaborate with cross functional teams and management to drive a superior customer experience • Follow guidance from more senior staff, as needed • Follow established procedures • Prepare quotes for contract renewal and RFP/RFI responses • Maintain quote documentation with accurate pricing and configurations • Ensure the integrity of client information maintained in the database systems
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