Major Incident Manager (Redmond)

Job description

The Incident Manager IM is a customerfacing role and trusted account team member who works with our PremierUnified customers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts The goal of the

IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities

Engage with customers to address reactive support queries.

Represent the customers business impact during escalations

Drive the endtoend problem resolution

KEY ACCOUNTABILITIES

1. Relationship Management

Know the customer and understand the impact to their business in reactive support scenarios

Conduct customer conversations across all management levels inc incident calls and monthly connections

Prioritize critical issues to ensure customer satisfaction

Set and manage support expectations with customers

Orchestrate support teams to resolve customer incidents

2. Proactive management of reactive experience

Acknowledge and respond to customers requests promptly

Coordinate stakeholder involvement and track actions

Anticipate risks and escalations based on customer context

Proactively provide case updates regularly propose recommendations if necessary and take action based on the context of the case