Senior Analyst Account Services Management

Responsibilities:
• Manage Escalation requests and Accept/Reject based on escalation Criteria
• Manage interlock between Archer Technical Support Global Team & other stakeholders.
• Manage & Lead Managerial & executive level communications with Customers.
• Work with Archer Global Operations team to enhance customer experience
• Manage multiple work streams and tasks daily, prioritizing and aligning to customer needs
• Acts as point of escalation to resolve customer issues or concerns
• Regular direct interaction with customer and end-users
• Responsible for developing and maintaining relationships with and on behalf of the customer
• Work in a highly matrixed environment and develop relationships with Sales and Operations teams to provide the best possible customer experience
• Facilitates the management, mitigation, resolution, and de-escalation of elevated customers and
high-severity cases