Michael's Answer

Serve as customer liaison and advocate. Work with the customer to resolve any issue that customer feels is a service provider responsibility or help them identify responsible entity. Proactively monitor customer trouble tickets and accept escalations directly from the customer when the customer feels things are not going well. Intervene into the trouble or implementation process, as necessary, and escalate to the appropriate agency to ensure the issue is resolved to the customer satisfaction. Compile monthly maintenance reviews for customers by compiling trouble tickets, creating statistical charts and graphs to indicate facility usage and availability. Conduct formal maintenance presentations directly to customer, their designated representatives and management teams. Acquire knowledge of Core Products in relation to customer requirements to ensure and maintain customer satisfaction and grow customer revenue through migration of additional services.