Nominated Individual for platforms
- Set up new platforms and continually optimize the Welcome Pack / account management offering to reflect latest thinking.
- Provide clear and consistent processes for service support and delivery to our clients.
- Produce quarterly reports for clients to include account management time and status of Maintenance Services / Enhancements.
Account Management general
(overall responsibility for customer support levels)
- Provide support to the Business Strategy Lead to help improve productivity and strengthen client relationships.
- Provide support to the Client Engagement Lead to identify and implement improvements to our clients’ overall experience.
- Oversee updates and upgrades to our overall Account Management packages (includes ensuring that our clients are on the right package).
Account Management process
For ‘Maintenance Services’ (in accordance with our Whitelabel SLAs) and ‘Enhancements' (change requests by our clients).
- Implement a system where the status of all Maintenance Services or Enhancements tickets are clearly communicated to clients.
- Work with the Lead Product Manager to define what is and isn’t covered within ‘Maintenance Services’ and ‘Enhancements’.
- Work with the Lead Product Manager to implement processes which reduce the volume of tickets raised.
- Provide support to the Software Tester to ensure all guides / tutorials meet our high standards of design, literacy and accuracy.