iTron

• Design, implement, and continuously improve scalable enterprise support processes aligned with Itron’s customer‑first values • Define SLAs, severity classifications, escalation paths, and communication frameworks • Oversee ticket triage, prioritization, queue health, and resolution tracking to ensure consistent and accountable execution • Ensure clear, professional, and authentic communication with customers throughout the ticket lifecycle • Drive root cause analysis and partner with Engineering to eliminate recurring issues and elevate product quality • Build and maintain a comprehensive knowledge base and support documentation to improve agility and self-service • Develop dashboards, operational metrics, and executive‑level reporting that offer transparent insights for internal and customer stakeholders • Serve as the escalation point for high‑severity issues requiring technical, operational, or cross‑functional intervention • Uphold enterprise‑grade responsiveness and problem‑solving to maintain customer trust in critical infrastructure environments • Identify recurring friction points and lead collaborative, cross-functional initiatives to resolve them • Represent customer support themes and insights within product, engineering, and solution‑planning forums • Provide technical consultation during implementations, supporting architecture, integration, and configuration best practices • Assist with troubleshooting during early deployments to ensure smooth transitions to steady‑state operations • Act as a subject‑matter expert for complex customer scenarios requiring advanced problem diagnosis or systems understanding • Own ongoing support for customer‑specific configurations, integrations, environments, and deployed solutions • Ensure seamless transition from implementation to long‑term support with high‑quality documentation and knowledge handoff • Monitor recurring issues and proactively recommend improvements to enhance solution stability and customer value • Serve as a long‑term technical support point of contact for enterprise customers • Manage and develop India‑based support representatives, fostering an accountable, collaborative, and growth‑oriented culture • Set clear expectations for performance, quality, SLAs, and customer communication • Provide coaching, continuous feedback, and career development opportunities • Partner with Engineering leadership to maintain effective escalation workflows and operational alignment • Build a scalable global support coverage model that meets the needs of a growing enterprise customer base • Participate in hiring as support volume and team capacity expand

• Manage a portfolio of enterprise-level customer accounts, fostering long-term relationships that deliver measurable value and ensure timely renewals and revenue growth • Navigate complex, matrixed organizations to identify key stakeholders and develop strategic relationships that deepen customer commitment • Create and execute Success & Engagement Plans based on customer objectives and priorities, driving adoption and measurable outcomes • Lead customer-facing engagements such as Quarterly Business Reviews, best practice workshops, executive briefings, and regular touchpoints • Proactively identify and mitigate risks to renewals, long-term relationships, or successful outcomes • Serve as the primary point of contact and escalation path for customers, ensuring timely and proactive resolution of issues • Monitor customer health and value realization through usage data, satisfaction metrics, and feedback collection • Communicate account status and engagement progress to internal stakeholders, ensuring transparency and alignment • Advocate for customer needs within cross-functional teams, including Development, Product Management, Professional Services, Sales, Marketing, and Support • Conduct regular remote and in-person meetings (US and Canada) to understand business requirements and identify growth opportunities • Support development of technical education, marketing, and sales materials for onboarding, engagement, and adoption