Key Responsibilities:
- Develop and Lead CX Strategy:
- Develop and lead the overall Customer Experience strategy and initiatives for the Building Automation business unit.
- Collaborate with cross-functional teams to identify customer experience needs and gaps.
- Training and Development:
- Design and deliver comprehensive training programs to enhance employee capabilities.
- Lead a team of training professionals and subject matter experts.
- Utilize data-driven insights to measure the effectiveness of training programs.
- Continuously evaluate and improve training methodologies and approaches.
- Customer Issue Resolution:
- Act as the point of escalation for various customer-related issues including:
- Technical support challenges
- Project installation difficulties
- Product functionality issues
- Product and installation quality concerns
- Parts delivery delays
- Provide customer-facing documentation and training for technical product support and preventative maintenance.
- Internal Collaboration and Advocacy:
- Engage with internal teams to ensure understanding and support of the Customer Success Manager (CSM) role.
- Overcome internal resistance and advocate for the value of the CSM role within the organization.
- Budgeting and Analytics:
- Manage budgeting and analytics to guide customers on introductory and post-warranty budgeting.
- Partner with internal stakeholders to plan and execute key customer strategy roadmaps, including Product Lifecycle Planning and Obsolescence Management.
- Customer Relationship Management:
- Develop engaging relationships with key customers.
- Drive programmatic changes to enhance customer adoption efforts.
- Performance Measurement:
- Ensure order management follow-through (number of opportunities won/booked).
- Retain and improve Net Promoter Score (NPS).
- Retain and improve Customer Satisfaction (CSAT) and Agent Satisfaction (ASAT) scores.
- Assist customers in the Entry Into Service (EIS) onboarding process.
• Minimum of 5+ years of experience in customer service management or related roles, with at least 3 years in a leadership position.
• Proven track record in driving customer satisfaction and operational excellence.
• Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Excellent communication and people-oriented skills, with the ability to build relationships and influence stakeholders at all levels of the organization.
WE VALUE
• Bachelor's degree in Business or a related field.
• Experience in the industrial automation industry or a similar technical field.
• Knowledge of customer service best practices and tools.
• Strong analytical and problem-solving skills.
• Ability to adapt to a fast-paced and changing environment.
Additional Information - JOB ID: HRD238846
- Category: Customer Experience
- Location: 715 Peachtree Street, N.E.,Atlanta,Georgia,30308,United States
- Exempt