Daily Responsibilities

Client Engagement and Relationship Management

As SDM, I’m the main point of contact for my assigned clients, responsible for managing expectations, handling escalations, and ensuring satisfaction.

Regular meetings with my clients help me understand their evolving needs so I’m able to provide feedback to the AmeXio internal service team. Daily standup, Bi-weekly status meeting or Monthly Tactical / steering committee meetings are all examples of client and team meetings that cross my path at AmeXio.

Building strong relationships with clients is crucial. I must be approachable, reliable, and responsive to maintain client trust and ensure long-term partnerships. Avoid this job in case you have an allergic reaction when using Teams, efficient communication is key.

Service Performance Monitoring

A significant part of my role involves monitoring the quality of delivered services. This includes defining / configuring customer Key Performance Indicators and monitoring them through service level agreements (SLAs), i.e. ensuring uptime, and making sure that any issues are resolved promptly.

We use various tools and dashboards to monitor service metrics, identify trends, and anticipate potential problems before they escalate. Atlassian Jira (Service Desk), Pingdom, Uptimerobot, Datadog, SLA dashboards / reporting are a few of the tools we have at our disposal at AmeXio to track performance.

Coordination with the team

AmeXio SDM’s colaborate closely with various colleagues / AmeXio roles. Within this ‘internal’ collaboration we ensure that everyone is aligned with the client's expectations and that any challenges are addressed quickly.

Collaboration is key. I must effectively communicate the client's needs to the team and translate technical details back to the client in a way all different parties understand. Being able to translate the needs of my client to the technical team will be crucial in my success. At AmeXio we all have the best intentions for our clients in mind, however we don’t always speak the same language, that is where I can make a difference.

Problem Resolution and Incident Management

When issues arise, I step up and take charge of the situation, coordinating with the appropriate colleague(s) to resolve the problem as quickly as possible. We manage incident reports, root cause analysis, and ensure that corrective actions are implemented as soon as possible.

In high-pressure situations, the SDM's ability to stay calm, organized, and solution-focused is essential. Luckily at AmeXio we are surrounded by committed and talented colleagues, meaning we never face a potential crisis alone.

Service Improvement Initiatives

Beyond maintaining the quality levels of service, the SDM is also responsible for driving continuous improvement. This involves identifying areas where services can be enhanced, proposing new solutions, and implementing best practices.

Within this area, I may conduct service reviews, gather feedback from clients, and collaborate with the innovation / solutions team to introduce new technologies or processes that can enhance service delivery.

Reporting and Documentation

Regular reporting is also an important aspect of my SDM job. I provide clients with detailed reports on service performance, incident resolution, and ongoing projects. Internally, I document processes, maintain records of client interactions, and update service delivery plans. As mentioned earlier I will often present my reports in meetings with clients, in a steerco or tactical meetings.

Accurate and timely documentation ensures that there is a clear record of all activities, which is essential for transparency and accountability.