Major Incident Manager

Job descriptionThe 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 theIM is to be the customer advocate and enable resolution of Reactive Issues through the following key activitiesEngage with customers to address reactive support queries.Represent the customers business impact during escalationsDrive the endtoend problem resolutionKEY ACCOUNTABILITIES1. Relationship ManagementKnow the customer and understand the impact to their business in reactive support scenariosConduct customer conversations across all management levels inc incident calls and monthly connectionsPrioritize critical issues to ensure customer satisfactionSet and manage support expectations with customersOrchestrate support teams to resolve customer incidents2. Proactive management of reactive experienceAcknowledge and respond to customers requests promptlyCoordinate stakeholder involvement and track actionsAnticipate risks and escalations based on customer contextProactively provide case updates regularly propose recommendations if necessary and take action based on the context of the case