• Overall owner of external comms between external partners and Nabis, while maintaining positive tone of partnership in communications (both internally and externally) to strive for customer delight • Actively monitor all comms (Zendesk, Slack, Phone, etc) between partners and Nabis. • Ensure timely response and effective communication by directly responding and/or monitoring all communications • Hold local team accountable to communication metrics (ie response and resolution times) • Work closely with Ops Managers to keep them in the loop about non-copied comms (phone calls and texts) - establish SOP’s to create visibility across all comms. • Serve as a secondary point of contact and closer for all handles. • Monitor active threads regularly for timely response and make sure no communications are left unattended. • Police archiving of all resolved threads in Zendesk, maintaining manageable inboxes • Serve as the primary point of contact on escalated situations, working with GM and Operations Managers to resolve. • Conduct Post-Mortems of escalated situations and write/assign SOP’s for future instances. • Work to constantly develop, improve, and standardize Nabis communication to all brands • Train team on communication with partners