• Manage, support and service assigned set of accounts with focus on customer retention providing daily customer support interactions with the Managed Services Engineers and Consultants • Service Delivery to manage the delivery of IT services to clients, ensuring that service levels are met or exceeded, and that any issues are resolved in a timely and effective management. • Identify ways to increase customer satisfaction and increase value-add for customers. • Identify customer service opportunities and manage and direct the work of the customer’s technical resources. • Serve as a stable escalation and contact point for support requests and escalations on behalf of our customers. • Coordinates with other Managing Architects and Technical resources at Planet when a technical escalation is needed beyond the Managed Services Team. • Coordinate internally with Account Executives to ensure they are looped into any issues or potential additional work opportunities of their clients. • Coordinate with the managed services Managing Architect for technical resources assignment and allocation. • Responds to customer technical issues and drives resolution. • Manage annual renewals providing customer with both quantitative and qualitative proof of value, add-on sales, and service opportunities with the ability to provide insight into other managed services offerings provided by Planet • Produces monthly internal and customer reports to ensure that managed services customers are accurately invoiced. • Manage hourly ad hoc (OLC) contract work as project manager according to project management methodologies published by Planet’s PMO • Management of Microsoft FastTrack engagements