We are looking for an experienced and proactive professional to take on a key role in managing and optimizing customer consumption, fostering executive-level relationships, and driving cloud adoption. 

The ideal candidate will be responsible for overseeing service consumption, managing crisis situations, engaging with senior client executives, and working cross-functionally to ensure customer satisfaction. A proactive, preventive approach to problem-solving is essential for this role.

Key Responsibilities:

Consumption Management and Monitoring: Oversee and manage service consumption, ensuring accurate forecasts and implementing proactive actions to drive customer satisfaction and cloud adoption.

Incident Management: Lead the response to customer complaints, technical incidents or critical situations that may risk customer retention, adoption. Ensuring timely and effective support and advise in urgent circumstances.

Client Executive Engagement: Collaborate with senior client executives to understand their needs, align on priorities, and maintain a strong, trusted advisor relationship to ensure customer success.

Cross-LOB Integration: Work closely with various lines of business (LOBs) and senior executives to achieve the overarching goal of Customer Satisfaction and position yourself as a Trusted Advisor to clients. Proactive 

Approach and Prevention: Take a proactive stance to anticipate and mitigate potential critical situations, embedding a culture of prevention and continuous improvement in all customer experience initiatives.

Skills & Qualifications: Strong English proficiency is essential for managing client communications and engaging with international teams. Proven experience in customer experience management, cloud services, or a related field.

Strong leadership skills and ability to handle crisis situations with composure. Exceptional communication and interpersonal skills, with a focus on building and maintaining relationships with senior client executives.

Ability to work cross-functionally and influence decision-making at all organizational levels.