Ensure successful delivery of Managed Service solutions, including onboarding new clients and managing existing clients.
Work with clients to ensure key performance items within Managed Service Agreements meet or exceed expectations.
Coordinate regularly scheduled meetings with customers to deliver monthly reporting metrics and address concerns.
Trace3 is a leading Transformative IT Authority, providing technology solutions and consulting services to clients. They empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate and employ more than 1,200 people all over the United States.
Act as the primary point of contact for incident communication.
Monitor incident queues and escalate issues as necessary.
Facilitate post-incident reviews to identify underlying causes.
Jobgether uses an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Its system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company.
Collaborate with customers to help them achieve their security goals.
Build strong relationships that turn customers into advocates.
Identify potential risks to customer success and implement mitigation strategies.
Critical Start is a cybersecurity company dedicated to stopping breaches and simplifying security. They deliver 24x7 AI-accelerated detection, investigation, and response across IT and OT, helping organizations outpace evolving attacks with faster response and measurable risk reduction.
Green Thumb Industries (GTI) is a cannabis consumer packaged goods company. We focus on improving people's lives through access to high-quality cannabis.
The Senior Engagement Manager oversees the on time, on budget delivery of the defined solution scope to meet the customer's desired results.
The EM completes the project following ServiceNow's leading practice methodology, NowCreate, working in collaboration with the customer project team and any involved partner, ensuring governance is followed to gain team member support for the project, including risk and issue mitigation.
The EM is also responsible for assembling and leading the ServiceNow resources on the project making sure they understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures.
ServiceNow, founded in 2004, provides AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Their cloud-based platform connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
Lead and manage the India-based End User Services and Enterprise Service Desk (Level 1) team.
Ensure adherence to established SLAs and service delivery standards for incident resolution and service requests.
Drive continuous improvement initiatives, including automation of service desk workflows.
Oportun is a mission-driven financial services company that aims to help its members reach their financial goals. They empower members with capabilities for borrowing, saving, and budgeting, in order to build a better financial future.
Own the client relationship, acting as the primary point of contact and building trust.
Keep projects healthy and moving, managing multiple engagements and coordinating engineering teams.
Run tight meetings with clear outcomes, protecting both engineer and client time.
Green Irony aims to transform AI into actionable intelligence, accelerating results and simplifying complexity. They foster a culture where employees automate processes, take initiative, and embrace ownership.
Own and coordinate Sev 1 and Sev 2 incidents, ensuring timely engagement of technical teams and rapid service restoration.
Define incident severity models, escalation paths, roles, and responsibilities, and establish standardized incident response.
Serve as the central point of coordination during major incidents, providing clear and accurate communication to stakeholders.
Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering comprehensive solutions that secure human and machine identities for the world’s largest brands. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across all certificate authorities (CAs) to simplify and improve security protocols within the enterprise. They are one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers and two decades of delivering unparalleled digital trust.
Lead the delivery team throughout the engagement and drive the overall vision and direction.
Work with the Sales Account Team, partner, and customer to understand the customer and the engagement.
Be the single point of contact for the ServiceNow internal organization, customer and partner to foster collaboration.
ServiceNow is a global market leader that specializes in AI-enhanced technology. Our intelligent cloud-based platform connects people, systems, and processes to empower organizations, we have over 8,100 customers, including 85% of the Fortune 500®.
Lead a team responsible for successful implementations of Axon Enterprise’s products.
Guide customers through onboarding, configuration, training, and deployment.
Focus on creating exceptional customer experiences at every stage of the implementation journey.
Axon is on a mission to Protect Life by developing an ecosystem of devices and cloud software focused on safety and justice issues. Axon fosters a fast-paced and challenging work environment where employees can drive real change and grow while working towards a meaningful mission.
Lead discovery workshops to understand service strategy, goals, challenges, constraints, and success criteria.
Translate business needs into ITIL-aligned service designs, value streams, roadmaps, and blueprints.
Act as solution owner throughout delivery, ensuring continuity between design intent and execution.
Valiantys is a global Atlassian Platinum Solution Partner that helps organizations work better through scalable, people-centered solutions. Their teams work at the intersection of strategy and delivery, partnering closely with customers to translate complex business challenges into clear, actionable solutions built on best practices and leading platforms.
Serve as the primary point of contact for a high volume of small client accounts, managing day-to-day requests and inquiries.
Coordinate with internal teams (Service Desk, Engineering, Finance, Billing, etc.) to resolve client issues through to completion.
Support client retention by ensuring a responsive, reliable, and positive day-to-day client experience.
Jobgether is a company using an AI-powered matching process to ensure applications are reviewed quickly, objectively, and fairly against a role's core requirements. Their system identifies top-fitting candidates, and this shortlist is then shared directly with the hiring company.
Own a portfolio of customers, guiding them through the entire post-sale experience.
Build trusted advisor relationships with key stakeholders and align solutions with their business goals.
Drive adoption and product utilization across accounts, ensuring customers gain maximum value.
ServiceNow began in 2004 with a vision to transform work. Today, they are a global market leader, providing AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®, connecting people, systems, and processes to improve work.
Produce professional root cause analysis documentation for customers
Ensure the prioritization, planning, and execution of problem resolutions
ServiceNow is a global market leader, bringing innovative AI-enhanced technology to customers. They have over 8,100 customers, including 85% of the Fortune 500®, and their intelligent cloud-based platform connects people, systems, and processes.
Serve as part of a shared team, supporting a portfolio of low-touch/tech-touch clients.
Own the resolution of client-reported satisfaction issues from identification to closure.
Tracking client usage metrics, health scores, and feature adoption with dashboards.
TTEC Digital coaches clients to ensure their employees feel valued and fully supported, because they believe an amazing customer experience is an employee first process. Their vision is to create a place where employees know they can thrive.