- To support customer for any issue
- Handling all the Customer training activities starting from building the schedule until collecting the feedbacks.
- Analyzing all the customer requirements and change requests.
- Installing the system at the customer promises and update with the new releases.
- Implement the SLA with the customer and assure meeting the response and resolution time.
- Generating change requests from the customers and increase the project revenue and profit.
- Improve his/her technical capabilities by learning the resolution of any technical challenges to allow him/her in handling any issues without interfering the technical team which leads to reduce the support team needed from the technical and quality team.
- Supporting the business development team and sales team in representing the systems to open new market and increase the customer base.
- Generating status reports/ letters for the project implementation and progress.
- Communicate with any subcontractor or third party to handle any issue related to the project.
- Communicate with the project manager and technical team to report and discuss any issue with the customer.
- Backbone of the technical team in front of the customer.
- Company representative in front of the customer.
- Customer primary point of contact for the project team and responsible for the communication and escalations follow-up with related stakeholders.
- Participate to the post-mortem analysis meeting.
- Maintaining reporting and updating for project LLC’s Lessons Learned Cards by end of release, sprint, module & project closure.
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Strategic ThinkingLeading & Managing ChangeCommunication & ListeningDevelopment & Continual LearningProfessional Behavior & AttitudeInterpersonal Skills & TeamworkAnalytical thinking & Decision makingPlanning & OrganizingCustomer OrientationResult OrientationBusiness SenseDomain knowledgeCustomer ManagementRisk ManagementStrategic planningPeople ManagementCommunication skillsNegotiation SkillsAnalytical skillsResult oriented