Technical Team Lead Customer Experience

Description

The Customer Experience (CX) Manager role will maximize productivity of the CX organization by providing leadership to the CX team in the Indonesia office and when required, CX teams within the APAC region. Delivering high standards in every aspect of customer experience while ensuring compliance with company procedures. Working with leadership to oversee creation or enhancement of programs designed to increase customer satisfaction, self-service, and productivity.

The CX Manager is primarily responsible for ensuring team members are providing high-level support services for Hitachi Energy customers using our products.

• You will lead a team of staff with similar roles to you, leading by example and managing the team both as directed and independently.
• You will be responsible in driving your team to achieve performance goals as well as manage any shortcoming through mentoring and when required, performance management.
• You will be responsible in ensuring the team deliver professional and courteous customer support service and promote a productive and positive relationship with customers in typical day-to-day interactions.
• You will own issues including those of a complex technical or product-related nature, and involve, as necessary, other support colleagues as well as collaborating with other teams including development.
• You will participate in and contribute to team efforts, assist with management decisions, and manage your individual contributions as well as those of your team, being responsible for ensuring their success.

The CX manager role has some responsibility for case work and customer advocacy, as well as meeting with customers on a regular basis and providing feedback to the business. This includes quarterly and yearly reviews measuring customer satisfaction and determining where additional maintenance is required.

Customer Experience touches all parts of the Enterprise Software Solutions business. Customer Experience interacts with professional services, development, finance, sales, and other departments as it is key to the success of this position.

Primary Responsibilities:

• Maintain high quality support services from team members
• Collaborate with other Customer Experience Managers to develop and maintain procedures to enable a high-quality support for customers.
• Focus on customer success and satisfaction, retention, productivity, and self-service.
• Develop and maintain reporting metrics to allow successful and consistent support.
• Develop and maintain training and document resources for the support team.
• Engage in discussions with customers during sales, project and post go live stages to discuss their support requirements and issues, if necessary
• Act as a change agent in promoting best practice across the Customer Experience teams.
• Manage and develop the continuous improvement and training of the Customer Experience department and its working procedures.
• Meet and work with multiple levels of the support organization.
• Develop an understanding of how our customers do business, of what role our products play in that business. Your ability to convey that understanding to anyone, anywhere, at any time will be paramount. You will work individually and within a team of expert software professionals to respond to specific customer needs and be a key liaison to Hitachi Energy software customers. You will work directly with the customers and may occasionally travel to the customer site.
• Understand, troubleshoot, analyze, and resolve software issues reported to CX by clients and/or Hitachi Energy implementation staff. Mentor team members through difficult issues.
• Provide an outstanding customer experience – live & breathe client satisfaction maintaining regular and expedite communication with customers, and eventually conducting periodical status meetings.
• Engage internal cross-functional teams, e.g., product management and development teams as necessary to resolve issues. Ensure that customer enquiries are resolved in a timely manner. Build strong relationships with both customer and Hitachi Energy on-site personnel to help make every customer experience positive.
• Support our 24 x 7 customers as part of a follow-the-sun support model.

Technical Development Skills:

• Resolve software issues and questions reported to Customer Experience by customers or on-site Hitachi Energy implementation staff on behalf of customers. You will need to ensure your team deliver professional and courteous service and promote value-add, productive, and positive relationships with customers in your assigned portfolio during day-to-day interactions.
• Knowledge of business processes utilizing products that are used by customers.
• Read, analyze, and comprehend technical and functional documentation.
• Knowledge of one or multiple of the following technologies: databases queries, ability to analyze technical logs and diagnostics, scripting.
• Ability to mentor and train team members in areas required to support customers.
• Responsible for seeking out resources that can provide training and proactively organize the knowledge transfer required for your team.
• A general level of understanding of software solution integrations would be advantageous.

Reasoning Ability:

• Ability to balance customer requirements with technical complexities, to provide impactful and meaningful solutions to Hitachi Energy customers while adhering to internal support process flow.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Combine technical understanding and industry/product knowledge to quickly identify issues and render solutions. Must be able to step back, assess the problem at hand and understand how impactful the issue is to the client; all while keeping the big picture in mind.

General Qualifications:

• Requires 8+ years of experience in IT/Software Support, Product Development/Management
• Excellent time management, decision-making, presentation, relationship, and organizational skills
• Must thrive in a fast-paced, time-compressed, and dynamic environment.
• Requires the ability to establish and maintain effective working relationships at all levels within both customer organizations and Hitachi Energy.
• Motivational leadership to encourage and achieve the best from the team within defined schedules.
• Strong communication skills and excellent presentation skills
• Self-driven for progressive and continued learning and development.
• Requires the ability and willingness to travel up to 30%.
• Proficiency in both spoken and written English.