DART Enterprise Platinum Account Manager

Basic Function: The Platinum Support Coordinator is responsible for the day-to-day management of one or more Platinum clients and assisting with the administration of the software Platinum Support Program.

Key Accountabilities:

As a Support professional, utilize technical, customer communication, presentation and account management skills to enable customers effectively use DoubleClick applications in the ad management business.
Maintain 100% customer reference-ability. Work closely with customer base to determine how the program can be improved/modified by staying “close” to the customer-base (regular meetings) and measuring our customer’s satisfaction with the program.
Understand the customer’s business and technical requirements as they relate to DoubleClick technologies. Develop and recommend improvements to existing processes to achieve and maintain stability and 100% up-time.
Actively participate in the customer's support planning process by periodically assessing the account’s operational procedures and system environment.
Ensure effective documentation and sharing of information among team members regarding the use of DoubleClick application by Platinum customers.
Work closely with Professional Services on delivering highly professional solutions.
Manage the case resolution and escalation process of Platinum accounts. Interface with Development, Consulting, and other Support team members to ensure accurate and timely problem resolutions.
Maintain and develop the Platinum Support Program deliverables
Create and maintain a product and program feedback loop that includes the stakeholders within the DoubleClick organization, including Global Customer Support and Solution Services, product engineering and QA, the sales and account management staff and external customers. Develop ways to incorporate customer concerns or ideas within in the Platinum Program and DoubleClick in general.
Provide feedback on enhancements and development of the product to Engineering.
Work closely with Professional Services, Product Management and Engineering to identify customer requirements, product releases and new enhancements.
Accountable for coordinating resources involved with incident management and escalations.
Create knowledge base articles and assist in reviewing them.

Metrics • Quality • Internal and External Customer satisfaction by service delivery and satisfaction survey • Customer Reference-ability • Operational • Platinum Projects for Customer • Platinum Deliverables • Response Times (Resolution Times may be meaningless) • Case Backlog/Aging • Quality of Case Updates/Resolution
REQUIREMENTS


Knowledge and Skill Requirements

Effective account management and project management skills
Must display good knowledge in handling customer issues and is fully committed to total customer satisfaction.
Strong verbal and written communication skills
Strong cross-functional teaming skills
Experience within the technology field is an asset but not mandatory.