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Customer Service Manager

4.00 to 7.00 Years   Mumbai City   13 Aug, 2021
Duck Creek
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

SUMMARYThe Customer Service Manager is accountable for all customer-facing activities involving Duck Creek s SaaS capability from initial engagement, service introduction, environment provisioning, implementation support (full lifecycle), go-live readiness, and ongoing production obligations. Acts as the primary contact and interfaces between the Customer/SI partner and the SaaS Operations team.ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIESManage and develops the customer accounts:

  • Provides ticketing assistance to existing Service Managers including critical issues that extend beyond US business hours.
  • Responsible for being aware of customer contracts including products licensed and SaaS subscriptions
  • Responsible for the actions required to provision initial environments and required audit compliance
  • Responsible for assistance in facilitating service introduction, go-live planning, execution and preparedness with appropriate Duck Creek team(s)
  • Understands Customer priorities and road map
  • Responsible for tracking governance items including monthly metrics and SLA adherence ensuring completion from all Service Managers on a regular basis.
  • Assists in various reporting both internal and external to the Service Management team.
  • Ensures transparency by reporting OnDemand status to Customers and internal OnDemand steering committee
Ensures Customer Success and Reference-ability:
  • Understands what is required to make/keep the Customer a great reference
  • Explains to Customers what is (and is not) included as part of the Duck Creek OnDemand (OnDemand) solution
  • Acts as primary contact point for Customer issues/questions
  • Reviews monthly metrics reports with Customers including SLA targets and actuals, volumetric, performance data, major issues and outages
  • Proactively manages any potential risks and work with applicable resources to implement a mitigation plan. Leverages conformance reviews / delivery assurance process to identify potential risks
  • Responsible for customer and SI expectations management for SaaS Service
  • Responsible for interfacing/managing required activities of SaaS Ops and Security for escalation or required actions
Interfaces between Customer/SI partner and OnDemand Operations team:
  • Responsible for prioritization of base issues and tracking release dates with product and engineering and managing expectations with timelines and dependencies
  • Proactive planning to ensure service delivery dates are on time/early and aligned with implementation plan and cross team dependencies (e.g. tickets logged in advance to ensure SLOs are met)
  • Conducts new release sessions with Customers to walk through changes in the new release, potential impact, and to determine configuration decisions for testing purposes. Provides information back to OnDemand Operations for testing
  • Understand customer strategy, org structure, and power maps (influencers)
Develops and grows the OnDemand Practice:
  • Responsible for ensuring managing SaaS Infra costs and adherence to contracted cost model and following required change order process to approvals
  • Conducts lessons learned sessions after each release with various teams to coordinate improvements
  • Develops and maintains Customer-specific portions of the runbook (e.g., communication plan/contacts)
  • Provides feedback to OnDemand engineering or product engineering teams on how to better enhance our products for Duck Creek OnDemand customers
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.,

Keyskills :
customer servicesalesbankingcomplianceaccountsenvironmental impact assessmentservice deliveryservice managementsystem integratorsproduct engineeringexpectations managementslasaasmaps

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