Lead the structured resolution of complex product and service issues by coordinating engineering, product, quality, project, and support teams; ensure clear root-cause analysis, corrective actions, risk management, customer communication, this while being in line with the SLA commitments. Manage customer accounts by providing regular activity reporting, including weekly and monthly updates, steering committee materials, KPI reports, and SLA reports; recommend service improvements; and support contract renewals and new commercial proposals in coordination with Sales.