Strategic relationship management:
- You will be the main point of contact for Platinum customers and will build strong, strategic relationships.
- You understand your customers' goals and challenges and develop customized success plans.
- You understand customer-specific operational, contractual and service reporting requirements and ensure that service reviews and customer communication are aligned accordingly.
Onboarding & product usage:
- You ensure a smooth start and successful implementation of Doxis solutions.
- You will conduct individual training sessions to maximize product acceptance and usage.
Technical support & problem solving:
- You will be the main contact person for technical questions, analyze complex problems related to Doxis software, operating systems, databases, and networks, and develop solutions together with our specialists.
- You will proactively identify potential problems and ensure that escalations are handled quickly.
- You assess technical issues in terms of customer impact, SLA/KPI relevance, reporting obligations and required follow-up actions.
Product optimization & performance monitoring:
- You monitor product usage, service performance, availability, responsiveness, incident trends and operational KPIs.
- You create customer-ready service reports with clear insights, deviations, risks and concrete recommendations for action.
- You coordinate the collection and validation of reporting data from Managed Services, Support, Cloud Operations, Security, Product and Finance.
Service governance & reporting:
- You prepare and support regular customer service review meetings, including SLA/KPI status, incidents, changes, releases, improvement actions and upcoming updates.
- You help translate contractual reporting requirements into practical internal processes, measurable KPIs, clear ownership and customer-facing report formats.
- You track agreed actions, recurring issues and improvement measures across internal teams and ensure transparent follow-up with the customer.
Account growth & collaboration:
- You identify upselling and cross-selling opportunities that match customer needs.
- You work closely with Sales, Product, Support, Managed Services, Cloud Operations, Security, Compliance and Finance to drive customer success, operational transparency and continuous service improvement.
