Application Support

Job Title

Application Support & Client Success Analyst

Purpose of the role

• Manages client expectations and ensure satisfaction through timely delivery of services and resolution of issues.
• Ensures services are delivered in accordance with contractual SLAs and KPIs.
• Drives initiatives to improve customer experience and satisfaction.

In this role you'll

• Outage Management

• Prepare incident reports for client use, including root cause, impact, actions taken, resolution and improvement plan

• Review progress on incident action items and deliver updates to customer on improvement plans.

• Product Improvement

• Escalate critical product issues and advocate for its timely resolution

• Maintain consolidated incident priority lists for customer issues to assist Support, IT, Development, Product.

• Billing Improvement

• Effectively r...