• Acts as a customer advocate • Results driven and customer focused; “Get things done - Make things happen”. • Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met. • Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal. • Grow existing contract values by cross-selling and up-selling existing contracts. • Build a strong relationship with key customer staff, client director team, and Managed Services teams and management • Ensure reports are provided to an agreed schedule or on request, including incident management, account performance, and service unit billing reports. • Leads onboarding activities for new Managed Services customers • Set expectations of service quality, availability, and timeliness with the client. • Drives process improvements that increase customer satisfaction • Work with the client and Managed Services teams to identify and manage service improvement activities. • Translate and drive prioritization of customer requirements into service and project requests. • Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented and reviewed in a controlled manner. • Report, communicate, and update relevant stakeholders on service operations. • Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments. • Assist with the development and improvement of the services organization. • Leads and manages recurring Technical Assessments • Participates in business reviews with the customer and the AHEAD sales team • Supports and conducts self in a manner consistent with customer service expectations • Manage Root Cause Analysis and process and participate in Priority events as needed