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Project Manager
Ref No.: 18-09880
Location: Neenah, Wisconsin
Customer Advocacy
• Advocates for the customer within Client.
• Proactively engages on challenges, develops service action plans, and implements changes that improve the customer's experience
• Oversee escalated issues through to resolution.
• Develops Strategic Relationship & offers Recommendations to achieve Customer's business goals in conjunction with sales teams.
• Promotes eAdoption tools and processes.
• Maintains Client Profiles in various systems.

Stewardship
• Customer/Network Performance Results, as applicable (example may include, but not limited to):
o Executive/Consultative
o Operational/Performance Reporting (Provisioning, Maintenance, Billing, Contract Summary, Spend, Usage & Subscriber Summary, Customer Service Guide, as applicable)

Service Assurance (Maintenance/Repair)
• Critical Escalation Support
• Planned Maintenance notification, as applicable
• Reason For Outage/Root Cause Analysis delivery upon customer request.

Service Delivery (Ordering/Provisioning)
• Critical Escalation Support

In addition, The Service Executive will
• deliver support to the Customer for provisioning, maintenance, billing, and stewardship support commencing on the Addendum Effective Date and for the duration of the contract.
• provide a single point of contact for Customer for specific operation questions and oversight to change activity.
• provide proactive scheduled stewardship, drive Customer adoption and integration of network management tools, support inquiries regarding provisioning, billing and maintenance, and escalate issues and involve appropriate resources as needed.
• additionally, the Service Executive will provide:
(1) oversight of the Service Delivery Management process and Work in Progress (WIP) reports for pending orders and facilitating a weekly WIP review with client,
(2) monthly capacity management reports for AVPN embedded base, and,
(3) monthly mobility usage exception review and reporting and perform some pre-sales activities.