Hosted Exchange Provisioning / Project Manager Responsibilities & Duties:
- Sales Engineering / Pre & Post Service Order Agreement (SOA)
- Sales Engineering: Working with Sales and the Customer to answer any questions the customer has about the Hosted Exchange Product (HEX), and migrating to Hosted Exchange through understanding the customer’s current configuration to show a smooth transition is possible
- Provisioning / Pre-Install:
- Working exclusively with the customer becoming their single point of contact during the provision process to understand their current email configuration and to devise a plan that allows the customer to migrate their email users from the old email solution to HEX without email downtime and with no data loss including establishing project timeline and my general availability.
- Introduce the product features to the customer’s primary mail technician
- Train the customers primary tech on HEX setup for the rest of the planned users and advise on best practices
- Troubleshoot and resolve all HEX issues during the migration process
- Manage customer relationship until the migration is complete by making regular follow-up contacts
- Troubleshooting / Post-Install:
- Provide 3rd Tier Support for Ticket Management Team (TMT) & Technical Support Leads (TSL’s)
- Work as a Liaison between Customer Support and 3rd Party Vendors
- Coordination with External Teams:
- SNA: As qualifying customers emerge work with SNA to ensure that the customer receives the appropriate level of care.
- Order Entry (OE): Work with OE during the account creation process to ensure quality and accuracy in the customer’s services.
- QE/Engineering: Assign trouble tickets to Quality Engineering (QE) and beyond to solve elusive issues during Pre & Post Install time periods
- Program Management (PM): Work with PM directly regarding any process questions and concerns as well as suggesting new features for HEX
- Product Management (PM): Interfaces with PM in California regarding escalated customers that need coordination between Sales, Care, and Engineering as well as suggestion new features for HEX