Customer Experience Manager

Kewajiban

• Lead a team of staff with similar roles to you, leading by example and managing the team both as directed and independently, responsible in driving your team to achieve performance goals as well as manage any shortcoming through mentoring and when required, performance management, ensure the team deliver professional and courteous customer support service and promote a productive and positive relationship with customers in typical day-to-day interactions and you will own issues including those of a complex technical or product-related nature, and involve, as necessary, other support colleagues as well as collaborating with other teams including development.
• Participate in and contribute to team efforts, assist with management decisions, and manage your individual contributions as well as those of your team, being responsible for ensuring their success, maintain high quality support services from team members, collaborate with other Customer Experience Managers to develop and maintain procedures to enable a high-quality support for customers and focus on customer success and satisfaction, retention, productivity, and self-service.
• Develop and maintain reporting metrics to allow successful and consistent support, training and document resources for the support team, engage in discussions with customers during sales, project and post go live stages to discuss their support requirements and issues, if necessary and act as a change agent in promoting best practice across the Customer Experience teams.
• Manage and develop the continuous improvement and training of the Customer Experience department and its working procedures, meet and work with multiple levels of the support organization.
• Develop an understanding of how our customers do business, of what role our products play in that business, your ability will convey that understanding to anyone, anywhere, at any time will be paramount and work individually and within a team of expert software professionals to respond to specific customer needs and be a key liaison to Hitachi Energy software customers. You will work directly with the customers and may occasionally travel to the customer site and understand, troubleshoot, analyze, and resolve software issues reported to CX by clients and/or Hitachi Energy implementation staff. Mentor team members through difficult issues.
• Provide an outstanding customer experience – live & breathe client satisfaction maintaining regular and expedite communication with customers, and eventually conducting periodical status meetings and engage internal cross-functional teams, e.g., product management and development teams as necessary to resolve issues. You will ensure that customer enquiries are resolved in a timely manner and build strong relationships with both customer and Hitachi Energy on-site personnel to help make every customer experience positive.
• Support our 24 x 7 customers as part of a follow-the-sun support model.