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Customer Success Manager IRC121806

Job: IRC121806
Standort: Ukraine - Kyiv
Bezeichnung: Senior Engineer
Erfahrung: 5-10 years
Funktion: Product Support
Fähigkeiten: Customer Support, Project Planning

Beschreibung:

Harmonic is a leading provider of innovative broadband solutions that deliver video, voice and data to telecom providers around the world.

Harmonic EDGE team works on developing the industry’s first software-based CCAP solution (“CableOS”). This solution allows cable operator companies to deliver IP-based data, video, and voice services to millions of customers.

GlobalLogic team is involved in development, manual and automated testing, as well as in solution integration at customers’ heads.

 

We Offer:

  • Opportunity to work in a team of domain professionals promoting high working standards.
  • Experience in support of world-leading Cable Operators and Multiple-System Operators (MSOs) across the globe.
  • Comprehensive training in areas of Digital Video, DOCSIS, Networking.
  • Hands-on experience in development, maintenance, and support of modern embedded systems (Linux-based).
  • Work with cutting-edge networking solutions employing the latest NFV and SDN technologies.
  • Work in multicultural development and support teams spread across continents.
  • Visits to customers in Western Europe and the USA for troubleshooting complex technical support cases and performing system integration activities.

Anforderungen:

    Skills and Experience 

    As an individual in this position, you must have

    • Strong communication skills, both verbal and written.  
    • Fluency in English required. Additional language 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.
    • Encourages Customers to Upgrade their Products.
    • Contribute to revenue generation through renewals, upsells, and expansions.

    Requirements

    • Requires an AS degree or equivalent with a minimum of 6 (+) years of 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.

     

Arbeitsaufgaben:

    Position Overview

    The Service Delivery Manager 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 the 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 Service Delivery Manager (SDM) 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.

     

    Position Description

    • Manage strategic accounts to ensure company-to-company deliverables are fulfilled on schedule and that all project deadlines are met.
    • 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 organize regular internal meetings to solicit input and or provide status on FI’s and escalated cases.
    • Attend and organize scheduled customer meetings to provide updates.
    • Provide technical and process training as required.
    • Prepare and communicate SLA KPI to customers on a regular basis and present results during Service Review meetings.

Was wir anbieten

Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to participate in creating 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 opportunities and options.

Professional Development: Our dedicated Learning & Development team regularly organizes certification and technical / soft skill training to help you realize your professional goals.

Excellent Benefits: We provide our consultants with competitive compensation and benefits

Fun Perks: We want you to love where you work, which is why we host sports classes, cultural, social and team building activities such as sports competitions and end-of-year corporate parties. Our vibrant offices also include dedicated GL Zones and rooftop decks where you can drink coffee or tea with your colleagues over a game of table football or darts!

Über GlobalLogic

GlobalLogic is a full-lifecycle product development services leader that combines chip-to-cloud software engineering expertise and vertical industry experience to help our customers design, build, and deliver their next-generation products and digital experiences. We expertly integrate design, complex engineering, and agile delivery capabilities to deliver superior business outcomes for global brands in telecom, automotive, healthcare, technology, media and entertainment, manufacturing, and semiconductor industries.

Headquartered in Silicon Valley, GlobalLogic unites over 18,000 designers and engineers across the globe. Analysts like NASSCOM and Zinnov have recognized us for being a top company in our field, and we are consistently nominated as a preferred company by both global HR consulting firms and local boards. By creating an environment that is exciting and flexible, and by fostering growth through ongoing learning and development programs, we empower our consultants to achieve both their professional and personal goals.

At GlobalLogic, we make amazing products — and careers.

Apply Now

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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
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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
    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