A qualified candidate will be expected to analyze industry trends and competitor actions, then adjust coverage forms accordingly; evaluate and implement pricing adjustments by individual state marketplaces to maintain profitability; develop and implement business plans to maximize profit and growth for individual state portfolios with profit and loss accountability.
Coordinate and triage software issues from the Help Desk, assist with the deployment of fixes & enhancements; responsibility for design, monitoring and reporting of automated testing & regression suites.
Responsible for the platform stability, an internal escalation point for an enterprise Ecommerce SaaS platform, improving service level and processes, collaborating with internal business owners and the R&D teams as well as the product and operational teams.
Proactively monitor the company applications to capture potential issues (e.g. alerts, performance) before they occur. Keep clients updated with any issues with the Software. Ensure Clients are provided with Upgrades, patches and/or service packs as required.
Utilize knowledge and expertise to research and resolve issues in a timely manner and ensure customer's satisfaction; provides collaboration, communication, and coordination with internal team, clients, project managers, project leads, and/or contractors.
This includes creating and fine-tuning integration health monitors, managing the support ticketing system, escalation process and adherence to slas, leading ad-hoc tasks and projects, and interacting with clients to assist with their ongoing support needs.
Coordinate with equipment and process engineering to review daily goals/priorities, project statuses, budgets, and qualification timelines;coordinate capacity, manage cycle time, and facilitate and lead work teams in a 300mm Factory.