JOB PURPOSE

*To lead the technical relationship with important customers, including jointly planning activities, tracking open issues, coordinating resources, and documenting the status.

*To take the lead in resolving technical issues for customers, facilitate the communications among multiple parties and identify necessary support resources (including escalation handling) from customers, vendors, and internal parties.

*To handle customer post-sales activities like service provisioning, service reconfiguration, and service enhancement.

*To coordinate and communicate with customers regularly in order to ensure customer satisfaction and prepare quality improvement plans in order to further enhance the overall service levels

*To act as a project lead for customer major projects and to ensure successful project delivery.

*Responsible for Customer Experience and customer platform-related documentation.

KEY ACCOUNTABILITY AREA

*Experience in creating project documentation (scopes of work, and project plans) and client-facing presentations and communications.

*Prepare status reports regularly, and provide updates of projects to client and the stakeholders on all project-related issues and changes

*Proactively monitor multiple project statuses and keep good relationships with customers and internal stakeholders

*Prepare quality improvement plans with customers, vendors, and internal parties.

*Handle customer provisioning, service reconfiguration, enhancement, and take the lead on customer issues troubleshooting including storage, virtualization, systems, network, CDN, and security platforms.

*May work on odd hours due to customer projects, complaints, and issues

Core Critical Competencies:

*Experience in managing projects for Cloud, Hosting, and ISP platforms

*Basic Knowledge of Internet technologies like TCP/IP, HTTP(S), SMTP, DNS, BGP, SSL, HSRP, Vlan, Router, Firewall, and Load Balancer

*Good project management, interpersonal and communication skills

*A strong sense of responsibility, quality service, and customer-oriented.

*Able to work under pressure with limited time and multi-tasking.

*Willing to take challenges and work as a team in achieving business goals.