• Work in collaboration with Sales, Product, Engineering, Deployment, and CMSO Support teams throughout the customer engagement. • Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management. • Exercise judgment in selection methods and techniques for obtaining solutions. • Ensures best practices are being adhered to within the customer's environment. • Delivers consistent service levels by exceeding customer expectations and managing customer escalations. • Facilitates life-cycle management of upgrades, technical service bulletins and system changes. • Maintains awareness of all complex service matters including technical solutions implementations and activities. • Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment. • Ability to explain technical problems and solutions to internal stakeholders and customers. • Ensures effective coordination and support between account teams and supporting technical resources. • Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer. • Manage escalated situations through leadership and customer relationship knowledge and by assisting the technical teams in critical situations.