Principal Client Advisory

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the operational and technical leader for a portfolio of managed services clients

• Drive service delivery and ensure excellence throughout the entire client lifecycle

• Oversee client platform operations, foster client relationships, and manage daily delivery

• Manage, analyze, and track support and change service requests

• Conduct ongoing platform health monitoring and system assessments

• Prioritize and coordinate technical resource tasks for service requests and changes

• Lead Change Management cycles and ensure stakeholder visibility

• Evaluate platform performance metrics and implement corrective action plans

• Facilitate incident and service request resolution through root cause analysis across Service Desk, Level II/III, and engineering teams

• Act as an escalation point for P1/P2 incidents and ensure follow-through on RCA

• Maintain a strong working knowledge of supported platforms and leverage expertise in client environments

• Ensure compliance with client policies and ITIL processes

• Develop and sustain trusted relationships with client stakeholders

• Lead operational status updates and business review sessions

• Create and present weekly and monthly client service reviews, along with service metrics

• Facilitate communication among Account Management, delivery teams, and third-party vendors

• Evaluate client satisfaction, conduct feedback sessions, and drive action planning

• Mentor internal resources to uphold delivery and customer experience standards

• Support contract renewals, account expansion, SOWs, Change Requests, RFP responses, and contract documentation

• Monitor project run rates, resource utilization, invoicing inputs, billing, and financial reporting

• Assist in pre-implementation planning, requirements gathering, level of effort, and resource planning

• Lead and facilitate the transition from project implementation to Day 2 support operations

• Maintain documentation for support and set client expectations regarding support scope and delivery

• Promote continuous improvement and manage client expectations across support and project activities

⛳️ Requirements

• 6 to 8+ years of experience in Technical Operations Management, ideally in contact center cloud or on-premises environments

• Experience with CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies

• Strong foundation in client relationship management and consulting

• Established ability to oversee incident response, change management, and service delivery processes

• Comprehensive understanding of ITIL frameworks and operational best practices

• Experience with the commercial aspects of managed services, including SOWs, invoicing, and renewals

• Proven ability to mentor others and manage technical support teams

• Excellent communication, problem-solving, and stakeholder management skills

• Capability to work effectively in a remote, global, and cross-functional environment

🏝️ Benefits

• Great Place To Work 2024-2025 certified employer

• Remote, telecommute work arrangement