Principal Client Advisory

Platform Operations & Service Delivery

• Oversee the management, trending, and analysis of support and change service requests
• Perform ongoing platform health monitoring and system checks to ensure stability, performance, and capacity
• Prioritize and coordinate work for technical resources to ensure timely completion of service requests and changes
• Drive Change Management cycles and ensure visibility across stakeholders
• Analyze platform performance metrics and implement action plans to address risks or issues
• Coordinate incident and service request resolution from initiation through root cause analysis across Service Desk, Level II/III, and engineering teams
• Serve as an escalation point for high-priority incidents (P1/P2), ensuring timely communication and resolution
• Drive root cause analysis (RCA) follow-through, ensuring corrective and preventive actions are implemented
• Maintain strong working knowledge of supported platforms and apply expertise to client environments
• Ensure adherence to client policies and ITIL processes, including Incident, Problem, Change, Release, Security, and Asset Management

Client Relationship & Communication Management

• Build and maintain strong, trusted relationships with client stakeholders
• Act as a strategic advisor and primary operational contact for assigned clients
• Lead regular operational status reviews and business review meetings
• Create and deliver weekly and monthly service reviews to clients, and provide service metrics input and collaborate with internal teams to support quarterly business reviews
• Coordinate communications across Account Management, delivery teams, and third-party vendors
• Proactively assess client satisfaction and identify opportunities for improvement
• Conduct structured client feedback sessions and drive action planning based on outcomes
• Capture and share lessons learned and best practices across internal teams
• Mentor internal resources to ensure high standards of delivery and customer experience

Commercial & Account Management

• Participate in and support contract renewal activities, including scope validation and service alignment
• Partner with Business Development teams to identify account expansion and optimization opportunities
• Assist in the development of Statements of Work (SOWs), Change Requests, RFP responses, and other contract documentation
• Track project run rates, resource utilization, and support accurate invoicing processes
• Provide inputs to billing and financial reporting, including effort tracking and utilization data
• Support pre-implementation planning, including requirements gathering, level of effort (LOE), and resource planning
• Deliver regular account status updates and key client insights to internal stakeholders

Transition & Continuous Improvement

• Lead and support the transition of clients from project implementation to Day 2 support operations
• Ensure all required support documentation is developed, maintained, and accessible
• Set clear expectations with clients regarding support scope, responsibilities, and service delivery
• Drive continuous improvement in delivery processes, tools, and client experience
• Manage client expectations across ongoing support and project-related activities