Customer Success Champion (IT Escalation Management)

Customer Success Champion (IT Escalation Management)
Bucureşti
Bucharest, Bucharest, Romania

Customer Success Champion (IT Escalation Management)

About the Role

Location Romania Bucuresti Bucharest

Country: MEXICO

State/Province/County: Ciudad de Mexico

City: Mexico City

Country: INDIA

State/Province/County: Haryana

City: Gurgaon

Country: INDIA

State/Province/County: Maharashtra

City: 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
- functional teams to resolve issues. The remaining 30% of your day will involve acting as a point of contact (Po
C) for IT coordination across various business units, ensuring that customer needs are met through effective IT solutions. Your role will require strong
- 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 Bring

Expertise: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,
- making, and
- 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 Power
BI, Tableau etc.