Act as the conduit of communication between the customer and DDN Technical Support
Be the customer advocate; be familiar with product roadmaps, support processes, product enhancement processes to be able to become a trusted advisor
Be aware always of the state and status of your customer’s support cases
Interface with other DDN organizations (Operations, Logistics, Engineering, etc.) as needed to manage required actions/communications/resolutions
Plan and manage maintenance windows with the customer to ensure necessary repairs and upgrades are handled within the downtime window
Manage escalations either from the customer or from DDN Technical Support
Monitor the support cases for the customer and in some situations monitor the customer systems and generate cases when necessary
Communicate case status when appropriate
Generate monthly metrics and communicate to the appropriate audience
Assist in the preparation of Quarterly Business Reviews if the customer requests them
In general ensure a smooth experience for the customer

Customer Advocacy Manager

Key skills