Principal Client Advisory

• Serve as the operational and technical lead for a portfolio of managed services clients
• Drive service delivery and ensure excellence across the full client lifecycle
• Oversee client platform operations, lead client relationships, and manage day-to-day delivery
• Manage, trend, and analyze support and change service requests
• Perform ongoing platform health monitoring and system checks
• Prioritize and coordinate technical resource work for service requests and changes
• Drive Change Management cycles and maintain stakeholder visibility
• Analyze platform performance metrics and implement action plans
• Coordinate incident and service request resolution through root cause analysis across Service Desk, Level II/III, and engineering teams
• Serve as escalation point for P1/P2 incidents and drive RCA follow-through
• Maintain working knowledge of supported platforms and apply expertise to client environments
• Ensure adherence to client policies and ITIL processes
• Build and maintain trusted client stakeholder relationships
• Lead operational status reviews and business review meetings
• Create and deliver weekly and monthly client service reviews and provide service metrics
• Coordinate communications across Account Management, delivery teams, and third-party vendors
• Assess client satisfaction, conduct feedback sessions, and drive action planning
• Mentor internal resources to maintain delivery and customer experience standards
• Support contract renewals, account expansion, SOWs, Change Requests, RFP responses, and contract documentation
• Track project run rates, resource utilization, invoicing inputs, billing, and financial reporting
• Support pre-implementation planning, requirements gathering, LOE, and resource planning
• Lead and support transition from project implementation to Day 2 support operations
• Maintain support documentation and set client expectations regarding support scope and delivery
• Drive continuous improvement and manage client expectations across support and project activities

• 6 to 8+ years of experience in Technical Operations Management, preferably in contact center cloud or on-prem environments
• Experience supporting CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies
• Strong background in client relationship management and consulting
• Proven ability to manage incident response, change management, and service delivery processes
• Solid understanding of ITIL frameworks and operational best practices
• Experience supporting commercial aspects of managed services, including SOWs, invoicing, and renewals
• Demonstrated ability to mentor others and manage technical support teams
• Strong communication, problem-solving, and stakeholder management skills
• Ability to work effectively in a remote, global, and cross-functional environment

• Great Place To Work 2024-2025 certified employer
• Remote, telecommute work arrangement