About the Role
Job Title
Application Support & Client Success AnalystPurpose 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.
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