Summary:
Cleo Support Technical Solution Manager will manage an assigned group of Managed services accounts. The Technical Solution Manager will be the client’s primary point of contact and owns the client’s service delivery and experience. The Technical Solution Manager manages general Service Delivery functions while ensuring service levels agreements and contract expectations are met, follow-up items are addressed, and successful delivery and coordination occurs across all stakeholders.
Duties & Responsibilities
Service Delivery
Provides a single point of contact and accountability to the customers for all Managed Services related matters.
Proactively works with the customer to provide a seamless service.
Ensures all services are delivered according to the contract
Handles escalations for delivery and acts as a client advocate to ensure consistent service and ongoing satisfaction with standard processes.
Project Management
Technical Solution Manager manages all the onboarding and change requests to ensure continuity and communications.
Managed the project from scope,
cost and time management standpoint.
Assigns tasks for timesheet entry and timesheet approval.
Client Meetings/Communications
Technical Solution Managers are responsible for communicating effectively to the client and facilitating structured meetings.
Organize client meetings at mutually agreed upon times and frequency to:
Discuss new and existing change requests and onboardings.
Discuss any issues with the delivery process and corrective actions.
Consult clients on potential and new projects
Ensure contract compliancy
They should also communicate effectively to internal teams:
Keep Sales/Customer Success Managers informed of important activities going on within the account such as current business opportunities, service issues, and any other impacting events.
Keep internal teams informed of upcoming activities that may impact resource plans, production processing, staffing, etc.
Reporting
Deliver standa