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Customer Success Manager IRC142518
| Job: | IRC142518 |
| Location: | Argentina - Buenos Aires |
| Designation: | Senior Lead Engineer |
| Experience: | 5-10 years |
| Function: | IT Infrastructure |
| Skills: | Communications, Customer Relationship Management, Management, Technical Documentation |
| Remote | Yes |
Description:
CSM is responsible for identifying, tracking and driving all customer escalated issues to resolution, maintaining proactive relationships with the Regional Service and Sales management teams and assigned accounts to prioritize issues and drive the collection of required information to ensure quick resolution of customer problems. The overall goal of this position is to provide focused account management, ensuring a high level of customer satisfaction. The CSM is in charge of managing key customer relationships from a service and support point of view. Main responsibilities will include: increase customer satisfaction, develop service business and being responsible for service project management.
Requirements:
Skills and Experience As an individual in this position, you must have strong communication skills, both verbal and written. Fluency in English. French or German knowledge is a plus. You must be able to prepare detailed technical and operational notes documenting process and procedural change, product issues, customer case information, and product stability and serviceability recommendations and effectively communicate with end-customers and key functional areas within the company. Your ability to work with customers under a variety of circumstances and pressures and understand and meet customer expectations is fundamental.
Desirale: Technical support and account management experience in the high-tech industry, preferably within the Digital Video/Broadcast Industry – Storage Industry experience a plus Knowledge of digital video and audio broadcast concepts, techniques, and products, experience with products that transport, encode, compress, and/or transcode audio and video media for the Broadcast Industry.
Preferences:
process management; negotiation; market analysis; identification of business needs; creation of technical specifications, Customer Support, Video / Stream processing, Video Editing and Compositing
Job Responsibilities:
- Serve as the primary contact for customer-escalated issues.
- Review, manage and escalate cases and FI’s and determine relative Priority.
- Ensure proper focus and escalation is taking place for cases and FI’s.
- Provide timely updates on cases, field escalations (FI’s) and projects.
- Proactively resolve service and product related issues.
- Communicate the concerns of the customers to Harmonic and vice versa.
- Develop and drive initiatives to maintain optimal lines of communication.
- Work with Technical Support, Engineering, Field Service, Professional Services, and Product management to ensure deliverables for releases and patches are realistic and achievable and or identify recommend workarounds.
- Attend and organise regular internal meetings to solicit input and or provide status on FI’s and escalated cases.
- Attend and organise scheduled customer meetings to provide updates.
- Provide technical and process training as required.
- Prepare and communicate SLA KPI to customers on regular basis and present results during Service Review meetings.
Position Description
What We Offer
Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.
Collaborative Environment:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off on your birthday.
Professional Development:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally
Excellent Benefits:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.
Fun Perks:We want you to love where you work, which is why we cater breakfast daily and offer discounts for popular stores and restaurants!