Role Name | Responsibility Overview |
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Account Executive | Sales Representative |
Project Manager (PM) | Serves as your partner and project lead throughout your Quavo implementation Aligns project goals, timelines, and resources to the desired outcomes Drives collaboration and communication across all stakeholders Assess risk throughout the project Monitors progress and performance regularly All client communication flows through the PM during active delivery, and your PM will be responsible for ensuring the additional resources are on the right calls.
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Business Architect | Serves as a consultant to understand requirements and prescribe industry best practice recommendations for successful implementation Conducts data analysis based on source data systems and target staging tables; drives development with Implementation developers Defines project tasks from project objectives, groom user stories, and serve as liaison between technical and business resources Partners with project manager to deliver agreed-upon products within committed timeframes Helps configure your Quavo experience to meet the highest quality standards; your guide through the UAT process
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Product Consultant SME | The Business SME will be on a selection of calls early on to ensure understanding and adoption from the business line.
This person addresses the intricacies of what our system does, and accepts feedback on what it could do. |
Technology and Integration SME | The Technology SME will be on a selection of calls early on to ensure understanding and adoption from the tech line.
This is a group of developers in product and implementations, therefore the SME you speak with may vary from call to call. This person addresses the technical aspects of the onboarding. |
Account Manager | Serves as a trusted advisor and personal guide to help navigate the Quavo journey Translates success criteria and KPIs into success programs Fosters self-sufficiency and provides best practice advice Drives adoption of Quavo solutions and is an advocate of your business case Helps optimize your Quavo investment by showcasing value across your enterprise This is the person who will support the client long-term following the completion of the onboarding. While the client continues in post-production with the PM, the AM will support the live products and product upgrades.
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DRE | DRE (Dispute Resolution Experts) is your ultimate outsourcing solution, staffed with seasoned fraud and dispute analysts. While you dedicate your attention to frontline calls, the DRE team handles all the essential casework behind the scenes. DRE is an ideal service for issuers who are tired of limited and expensive vendor services that provide poor visibility into the back-office investigation. With our experts, you protect the account holder experience, while our investigators take care of the rest. DRE will: Configure QFD for shared work routing based on client expectations of work to be performed Provide appropriately staffed resources to work Quavo assigned tasks in a timely manner Work with client to understand assignment responsibilities for each company and the flow of work through the system
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Client Support | Upon Go Live, issues and questions will be submitted to the Support Team through the Communication Center.
Your PM will manage QFD Certification of production to ensure complete functionality without error.
Beyond the Quavo Certification period, Support, through the Communication Center, assist with client needs, supported by the Account Manager. |
Client Success Trainer | The Client Success Trainer supports team readiness through training sessions, Q&A support, and sample claim preparation. They will schedule, prep the environment for, and facilitate training sessions. They are available for additional sessions, meetings, and Q&A as determined by the joint project teams. |
