Expert Support AE Handbook

the purpose of this expert support ae handbook is to provide details of the expert support contract for the account executive the expert support contract and customer relationship should be owned by the assigned service delivery manager this is important, for you as the ae, to make sure and push any customers who contact you about this contract should be pushed back to the sdm to make sure they are the ones to work the cases opened through this contract the sdm is also responsible for all reports and mbr/qbrs as required you as the ae are welcome to join these meetings or incorporate these meetings with existing qbr meetings you already have with the customer, however the sdm can run this part of the meeting sdm owns this contact, but works with you, as the ae, for the best support of the customer sdm owns the renewal process ae pushes the customer to the sdm for all expert related cases, instead of being another intermediary if you need to contact the managers of expert support christine sablone (christine sablone\@shi com), manager andrea richeson (andrea richeson\@shi com), director this is the customer facing expert support handbook https //docs one shi com/expert support https //docs one shi com/expert support