You Are Great At:

• Work with the Mapping & Integration teams to make sure MAC work requests are delivered within the target SLA.
• Coordinate with the Delivery Managers, customers and/or delivery teams to negotiate for delivery dates if initial target cannot be met.
• Continuously monitor and provide status reports on the work items.
• Monitor customer tickets and help Delivery Managers drive ticket to closure by working with the Production Support teams and the customer.  The production support team will remain as the owner of the tickets.
• Provide reports on ticket status.
• Work with clients whenever there are bad input data issues to avoid re-occurrence.
• Coordinate with cross –functional teams on bringing up quality and process issues and work with them to come up with recommended changes or improvement plans changes.
• Attend client meetings, when required, to give status updates on the requests and issues.
• Coordinate with clients and with internal teams to make sure that environment changes are done as per plan and schedule.
• Coordinate with clients for any planned or unplanned changes on the OpenText environment.
• Manage and implement the process from quotation of work down to billing.
• Makes sure that services are provided to the client as specified in the contract.
• Looks for possible opportunities to get new MAC work or other requests that can help increase revenue.
• Improve overall customer experience for production and service delivery activities.
• Assist manager by implementing people management programs in the team. Develop initiatives aimed at improving employee satisfaction and retention.            
• Supervises the team and serves as an escalation point.
• Provides feedback on team and team member’s performance.
• Shares their knowledge on the processes, issue resolution and customer engagement experiences.
• Drive process improvement programs to help streamline or standardize geo-specific or team processes.

What It Takes:

• At least 6 years experience in Customer Relationship Management.
• Has previous experience in account ownership.
• Excellent oral and written communication.
• Can work with minimal supervision.
• Ability to handle multiple projects.
• Ability to organize tasks based on priority.
• Has good attention to details and follow-up.
• Has good interpersonal skills.
• Can take ownership of an account and be accountable for the over-all performance for the project.
• Willing to work either ASPAC, EMEA or US hours, depending on the requirement.
• Experience in handling small to mid size delivery projects; Preferably with EDI/B2B/E-commerce experience.