Key Accounts Officer

The key purpose of this role is to be the subject matter expert for key customers regardingthe platform, providing system configuration capability support to key customerplatform administrators. This includes providing accurate advice to key customers regardingsystem issues, questions, technical and general concerns, and escalating issues appropriatelythrough internal channels.

Key Responsibilities

• Performs daily ticket hygiene; review ticket updates and follows through relevant stakeholders to help expedite ticket resolution.
• Maintaining a high level of professionalism with key customer administrators andestablishing a positive rapport through online chat, email, phone, and videoconference calls.
• Providing accurate responses to customer inquiries in a timely manner and to the SLA requirements.
• Managing customer incidents and escalating internally via the appropriate internalchannels, taking ownership and ensuring that all inc...