Ongoing oversight of reactive cases
-Regular case reviews of reactive cases owned by internal support organizations to assess health and status
-Partnership with account TAM on high-risk escalations and to gather/analyze information as needed to support the customer
-Situational awareness & tracking
-Proactive risk mitigation
Driving cases to a healthy state
-Communication with internal resources for case updates and action requests
-Direct communication with customers to promote case progress where necessary
-Assisting to set the proper expectations with customers for support
-Facilitation of meetings between customers and internal support organizations to expedite actions plans and progress
-Customer facing reports
-Produce regular reports on case health metrics and status to be delivered to customers
-Participate in and prepare content for regular customer meetings
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