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Role:
HTOM is a directly customer funded role who leads delivery of Expert Care services(including PCM,TSOM and legacy TS/SP Advantage,FTSservices).
Provides reactive support and builds a relationship with the customers operational team(s), typically Service Operations or Network Support.
Co-ordinates all areas of the Client to assist the customer in resolving their incidents as quickly as possible, maximizing availability.Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers) to maximize availability and increase the customers operational efficiency.
Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value and providing point of view.
An HTOM is typically designated to up to 5 customers and can be remote or on site.
Provide status reports to Clients stakeholders.
Follow up on open action items and cases to ensure commitments are met.
Builds a relationship with customers operational team(s)
Identify need for and assist with delivery of customer training
Understands customers business requirements and aligns to Clients services.
Identify, plan for and manage resource needs within the company.
Drives adoption of Expert Care services.
Uses Operational Assessments to recommend best practice processes to improve customer’s operations.
Required qualifications and skills
- Strong project management, influencing and negotiation, critical thinking and decision-making skills.
- Ability to work as a team member in a cross-functional, matrix environment.
- Excellent presentation and communication skills.
Job Types: Full-time, Contract
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- 8 hour shift
Work Location: Remote
