Role: Customer Liaison

The Customer Liaison serves as the primary liaison between the customer (not the user) and the IT organization and promotes interaction between the two. This role helps the customer identify the most appropriate point of contact within the IT organization and helps clarify communication between the two parties.

Role Sets: Customer Satisfaction Management Roles, Service Level Management Roles, Other Roles

Relationships


Additionally Performs	Validate Service Recovery Negotiate SLA Draft SLA Identify IT Requirements for SLA Review Service Results with Supplier Review Service Results With Customer Evaluate Performance Against SLA Plan Service Review Identify Service Issues Identify Candidate Service Improvement Elements Negotiate and Finalize Service Improvement Plan

Main Description

Responsibilities

Ensures that monthly service levels are meeting customer needs and ensures appropriate action is being taken when they are not.
Identifies customer requirements for new or updated services
Monitors the progress of customer-related projects, such as solution development projects
Identifies service level requirements
Negotiates service level agreements
Facilitates the identification and resolution of customer satisfaction issues