Care Program Manager

As Care Program Manager Provides technical and operational services, including support, maintenance, network design, deployment, integration, transformation, and education, with a focus on revenue growth and customer satisfaction provides contractual customer support across technical and non-technical areas, manages incidents and requests, ensures service delivery readiness, supports pre- and post-sales activities, and drives issue escalation and serviceability improvements.

• Maintain strong customer relationships, understand customer needs, and ensure consistent and professional communication.
• Coordinate Care service delivery, including software/hardware maintenance, repairs, upgrades, and change management, within agreed SLAs, scope, and budget.
• Lead customer governance activities, including Kick-off, ORM, service reviews, surveys, and monthly performance reporting.
• Ensure accurate and up-to-date customer entitlements, installed-base data, contracts, and service records.
• Support AMC proposal preparation, PO follow-up, contract renewals, invoicing, and Care revenue management.
• Act as a bridge between TAC and customers, coordinating escalations, quality issues, FIT breaches, and non-standard service events.
• Support customer onboarding, service adoption, upsell/cross-sell opportunities, and continuous service improvement.
• Coordinate software upgrades and server AMC activities while ensuring effective handover between Sales, Deploy, Care, and other stakeholders.