Customer Success Champion (IT Escalation Management)
About the Role
Location Romania Bucuresti Bucharest Country: MEXICOState/Province/County: Ciudad de MexicoCity: Mexico City
Country: INDIAState/Province/County: HaryanaCity: Gurgaon
Country: INDIAState/Province/County: MaharashtraCity: Pune
Remote vs. Office Hybrid (Remote/Office) Company Siemens Energy Organization EVP Global Functions Business Unit Digital Core Full / Part time Full-time Experience Level Experienced Professional A Snapshot of Your Day
As a Customer Success Champion, your day is filled with diverse responsibilities that focus on ensuring customer satisfaction and effective communication between stakeholders/customers and internal teams. You will spend approximately 70% of your time managing IT escalations, addressing customer concerns, and collaborating with cross-functional teams to resolve issues. The remaining 30% of your day will involve acting as a point of contact (PoC) for IT coordination across various business units, ensuring that customer needs are met through effective IT solutions. Your role will require strong problem-solving skills, proactive communication, and a commitment to enhancing the overall customer experience.
How You'll Make an Impact
Customer Advocacy:Champion the voice of the customer, ensuring their concerns are heard and addressed in a timely manner. Operational Excellence:Manage the IT Escalations, continuously improving workflows and reporting results to the organization. Collaboration:Work closely with various departments and external partners to ensure effective resolution of IT escalations including setting up meetings, coordinating, and sending management summaries. Training & Development:Provide training and support for team members on best practices for escalation management. Process Improvement:Develop and implement strategies to enhance the process, ensuring compliance with industry standards.
What You BringExpertise:Strong knowledge of customer service principles and complaint management processes. Experience:Several years of experience in managing customer escalations in a large enterprise environment. Skills:Excellent communication, decision-making, and problem-solving skills, with the ability to coordinate effectively with various stakeholders. (key – Stakeholder management) Technical Skills:Strong technical knowledge on multiple IT Infrastructure components Reporting: Reporting skills will be an added advantage on visualization reporting tools like PowerBI, Tableau etc.
