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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:

     

    Position Description

    • 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.

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!

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise—we help our clients imagine what’s possible, and accelerate their transition into tomorrow’s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries. GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.

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    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give GlobalLogic your consent to process your personal data for the purpose of such recruitments press the “Apply” button below. More details on how we process your personal data and what are your rights can be found in EU & UK Recruitment Privacy Notice. Remember that you can withdraw your consent anytime, for example by sending an e-mail at privacy@globallogic.com
    In order to apply and give GlobalLogic, a Hitachi Group Company your consent to process your personal data for the purpose of this recruitment process, press the “Apply” button below.
    Check this box if you want us to process your personal data also for future recruitment processes for other positions. More details on how we process your personal data and what are your rights can be found EU & UK Recruitment Privacy Notice. Remember that you can withdraw any consent anytime, for example by sending an e-mail at privacy@globallogic.com
    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give GlobalLogic your consent to process your personal data for the purpose of such recruitments press the “Apply” button below. More details on how we process your personal data and what are your rights can be found in EU & UK Recruitment Privacy Notice. Remember that you can withdraw your consent anytime, for example by sending an e-mail at privacy@globallogic.com
    In order to apply and give GlobalLogic, a Hitachi Group Company your consent to process your personal data for the purpose of this recruitment process, press the “Apply” button below.
    Check this box if you want us to process your personal data also for future recruitment processes for other positions. More details on how we process your personal data and what are your rights can be found EU & UK Recruitment Privacy Notice. Remember that you can withdraw any consent anytime, for example by sending an e-mail at privacy@globallogic.com
    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give GlobalLogic your consent to process your personal data for the purpose of such recruitments press the “Apply” button below. More details on how we process your personal data and what are your rights can be found in EU & UK Recruitment Privacy Notice. Remember that you can withdraw your consent anytime, for example by sending an e-mail at privacy@globallogic.com
    In order to apply and give GlobalLogic, a Hitachi Group Company your consent to process your personal data for the purpose of this recruitment process, press the “Apply” button below.
    Check this box if you want us to process your personal data also for future recruitment processes for other positions. More details on how we process your personal data and what are your rights can be found EU & UK Recruitment Privacy Notice. Remember that you can withdraw any consent anytime, for example by sending an e-mail at privacy@globallogic.com
    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give GlobalLogic your consent to process your personal data for the purpose of such recruitments press the “Apply” button below. More details on how we process your personal data and what are your rights can be found in EU & UK Recruitment Privacy Notice. Remember that you can withdraw your consent anytime, for example by sending an e-mail at privacy@globallogic.com
    In order to apply and give GlobalLogic, a Hitachi Group Company your consent to process your personal data for the purpose of this recruitment process, press the “Apply” button below.
    Check this box if you want us to process your personal data also for future recruitment processes for other positions. More details on how we process your personal data and what are your rights can be found EU & UK Recruitment Privacy Notice. Remember that you can withdraw any consent anytime, for example by sending an e-mail at privacy@globallogic.com
    You can find more information about how GlobalLogic processes your personal data and what your rights are in the Recruitment Privacy Notice. If you are a California resident, more details on how we process your personal information can be found in the CCPA Recruitment Privacy Notice.
    You can find more information about how GlobalLogic processes your personal data and what your rights are in the Recruitment Privacy Notice.
    You can find more information about how GlobalLogic processes your personal data and what your rights are in the Recruitment Privacy Notice.
    You can find more information about how GlobalLogic processes your personal data and what your rights are in the Recruitment Privacy Notice.
    You can find more information about how GlobalLogic processes your personal data and what your rights are in the Recruitment Privacy Notice.
    You can find more information about how GlobalLogic processes your personal data and what your rights are in the Recruitment Privacy Notice.
    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give us your consent to process your personal data for the purpose of such recruitments press the "Apply" button below. Please note, that as we operate worldwide, your data may be transferred outside of Ukraine. We make sure it is done in a safe and transparent manner and provide you with the appropriate guarantees of non-interference in personal and family life. By applying for this position you also consent to such data transfers.

    More details on how we process your personal data and what are your rights can be found in Privacy Policy. Remember that you can withdraw your consent at anytime, for example by sending an e-mail at privacy@globallogic.com.