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Job Summary
Roles and Responsibilities
Build and Maintain Client Relationships Develop and nurture strong, trust-based relationships with key client stakeholders. Understand client business strategies and align support efforts accordingly while working within the sprint framework. Ensure effective sprint execution and prioritisation of client JIRA tickets. Client Support Planning Coordinate resolution of client JIRA support tickets, ensuring adherence to SLAs. Facilitate prioritisation of incidents and feature requests in collaboration with Operations. Manage escalations and maintain timely communication with clients regarding progress and resolution. Keep clients informed about system updates, enhancements, and changes to support processes. Client Engagement and Retention Conduct regular check-ins and strategic reviews with clients through planned Steering Committee meetings. Support the onboarding of new clients and/or client representatives to ensure a smooth transition. Service Delivery and Efficiency Collaborate with Operations to implement process improvements that enhance service delivery. Monitor and report weekly on client service metrics, ensuring continued alignment with expectations. Ensure client support delivery remains efficient and within contractual limits, without exceeding hours allocated per sprint. Act as a liaison between clients and technical teams to translate business needs into actionable JIRA items. Participate in daily SLA stand-ups to review incident feedback and feature prioritisation. Ensure weekly sprint updates are provided to clients. Maintain accurate client health scores and engagement statuses.
Flink Recruitment
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