S avvis Culture:|
Savvis, which merged with CenturyLink in July 2011, is an outsourcing provider of managed computing and network infrastructure for IT applications. By outsourcing to Savvis, enterprises can focus on their core business while Savvis ensures the quality of their IT infrastructure. Leading IT organizations around the world have selected Savvis to help them improve their service levels, reduce capital expense and deal with the rising costs of bandwidth, energy, real estate, staff and expertise. As a pioneer in utility computing, Savvis understands and harnesses the latest advances in technology such as virtualization, cloud computing and support process automation.
The SAVVIS Sr. Client Service Partner is responsible for managing the client relationship with respect to all aspects of service delivery. The Sr. Client Service Partner oversees the installation of new services, all aspects of ongoing delivery of services in a steady-state environment, and the resolution of service issues. In addition, the Sr. Client Service Partner works closely with Sales to identify new business opportunities and renew existing services to their assigned client account(s). Primary responsibilities include conducting regular customer meetings, incident awareness and escalation, issue trending and problem management, and cure plan development and execution. This role may be located in Ann Arbor, MI as well as Dallas, TX.
Revenue retention and growth for assigned customer base
Manage the client relationship and gain Trusted Advisor status
Achieve and maintain reference status with assigned client(s)
Serve as Customer Advocate
Promote solution stability through incident trend analysis, problem management, and cure plan development and execution
Ensure efficiency and effectiveness in the SAVVIS support model. Activities include maintaining regular audits, contact management, customer specific support procedure coordination.
Align with sales teams to develop account strategies and meet with targeted customers on a regular basis to strategically build a partnership and grow revenue
Provide Program Management expertise in managing Service Level Agreements and other aspects of the client contractual agreement
Communicate effectively with peers, superiors and subordinates, as well as C-Level Executives on client and SAVVIS sides
Coordinate all client communications including weekly and monthly reporting, crisis management and escalations
Maintain proactive customer communication to foster a high touch relationship. Develop and maintain project plans and action item lists and conduct regular customer status meetings to keep projects and actions on track with dates and owners
Schedule and lead effective team meetings which will include field and/ or corporate resources.
Successfully interact with other organizations within SAVVIS to deliver seamless implementations & service to clients
Serve as an escalation point 24/7 for production impacting incidents
Incident report creation and distribution
Coordinate change management activities by liaising with clients, Global Change Management, and the SAVVIS Service Center (activities include patching, SAVVIS standard maintenance, and customer specific changes).
Facilitate resolution of issues pertaining to billing, AR, credit requests and billing disputes.
Facilitate order process for customer moves, adds, changes, and deletes
Provide regular CRM audits to ensure an accurate depiction of services, contacts, and procedures
Prepare, schedule and facilitate regular client service reviews according to established best practices. These reviews highlight existing client services, any opportunities for new business, the status of account plans, and service levels.
Support the SAVVIS Client Loyalty program through customer education, and by encouraging client contacts to participate in the program by providing their feedback. Respond to survey alerts by adhering to the closed loop process.
Strong interpersonal communication, presentation, organization and planning skills
Must possess initiative with strong analytical, problem solving skills and ability to make complex decisions in potentially ambiguous situations
Strong understanding of Project Management Methodology including the ability to create and monitor project plans and to drive and develop tasks associated with plan
Ability to work independently or as part of a team within a client site
Strong leadership qualities and strategic skills
Prioritization and time management skills. Ability to execute tasks in a high-pressure environment is crucial.
Ability to work with both entry level personnel and Senior level executives
Ability to identify business development and "add-on" sales opportunities
Team player mentality and excellent work ethic
Up to 30% travel required
Strong aptitude/skills in communication, presentation, and information technology
Demonstrated successful client interaction skills
Competency with the operational aspects of providing complex hosting and IP services.
Mix of consulting and operational experience
In-depth knowledge of SAVVIS offerings, products and services
Understanding of Information Technology Infrastructure Library (ITIL) framework
Education or Equivalent Experience:
Bachelor’s degree or equivalent experience
Minimum 8 to 12 years progressive program management experience, including 5-7 years in consulting and/or technical management
Demonstrated ability to manage large, complex programs with multiple projects
Demonstrated ability to communicate at all levels within an organization
PMP Certification preferred
Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please.