Post Sales Quality Assurance Manager is responsible for increasing customer satisfaction, loyalty and retention, meeting customer’s expectations at post-sales stage, as well as reaching performance KPIs with the whole post-sales team. This position is part of a customer-focused team while working closely with other internal technical groups and vendors.Major Tasks & Responsibilities:* Take responsibility for CTA customers post-sales support assigned by team leader* Help team leader optimize procedure internally driven by issues during post-sales stage* Maintain Incident Management / credit request processes documentation & execution of the process* Provide training / insight into support organization tools if necessary* Make contribution to team with working knowledge of the products / services of customers* Drive and track responsiveness from the CT’s support organizations, inclusive of:* Ensuring the timely delivery of status to customers during an event* Set customer expectation on issue / next steps* Ensuring clear communication on the resolution of the event* Ensuring timely delivery & translation (if necessary) of an RFO & Chronological Incident Report for an event* Including the necessary accompanying technical documentation* Coordinate/Moderate communication between CT’s support staff and the customer during major events, inclusive of:* hosting a bridge for event based on customer’s defined severity level of that event* providing real-time translation of information from CT Operation/Engineering resources who are working towards issue resolution* Coordinate & provide service review meetings with customers* Ideally, the individual utilizes a specific pre-defined agenda and delivery template* Template includes reporting on service metrics/performance* Identify, prioritize, and drive service improvement on systemic issues within the CT support organizations* Highlight positive and negative trends as appropriate, take appropriate corrective actions* Tracks to ensure services are conforming to SLAs, outliers will require deeper review* Ensure that CT planned maintenance events and related change management notices are communicated to customers* Drive rescheduling of maintenance events as requested by customers.* Maintain a tracking and calendaring of standard and emergency maintenance with invites issued to customers