Job Description
about the role
The Role of the Customer Success Manager - Seek & promote continual improvements of customers' solutions productivity and effectiveness to enhance customer satisfaction.
- Understand customer core business and usage of collaboration solutions.
- Support the implementation, lifecycle, and onboarding process.
- Facilitate end-user adoption to maximize your business values.
- Analyze and optimize to ensure efficiency.
- Key interface between Customer and the Video Operations teams for all operation issues
- Support the customer in the release management process.
- Seeking a creative problem-solver who can work independently to drive innovation. This role offers a high degree of autonomy and the chance to shape the future of Orange Business.
Customer Experience manager responsibility Customer Experience / Success Manager: - Plan and lead interviews of the customers' CSMs in his portfolio.
- Establish a relationship with CSM; plan and participate in synchronization sessions to gain comprehensive insights into the customer's solutions.
- Detailed Analysis of the collected data to create customized advanced reporting providing a deep overview of the customers' usages and potential growth.
- Interact with the project and sales team to provide feedback and guidance. Promote value proposition to the global Orange Business Services sales teams to fuel the project pipeline.
- Seek & promote continual improvements of customers' solutions productivity and effectiveness to enhance customer satisfaction.
- Follow service contract renewal dates, support and maintenance contract renewals, and license validity periods to contribute to sales and support annuity revenues.
Interface between Customer, product team, and CX/EX Operations: - Advocate Operations challenges with Product development team (marketing, process, IT)
- Manage the training of Specialists/ Experts on the latest Microsoft, Cisco, or Zoom technologies.
- Support the customer on operational pains (potentially escalations or crises ) with the support of Orange or service provider experts.
- Participate, manage, and support Service Improvement Plans to improve the service.
- Support CX/EX management to build the "operation of the future" model.
Release management: The release management of cloud-native solutions is based on the continuous delivery of new features that need to be deployed quickly and regularly. The customer needs to be supported to define the way to manage this intensive pace of new releases:
- to understand the impact
- to test in its IT environment
- to deploy on a large pool of PCs
- and manage user adoption.
The customer experience manager will support the customer in defining the appropriate release management strategy and ensuring the progress of the new release rollout.
Responsible for providing deliverables such as: - Usage reporting (standard or premium), including Success Plan recommendations (generic or detailed).
- Contract Renewal tracking with Proactive usage development activity.
- Engage in specific team meetings to follow up on team actions, dashboard sync, and discussions of best practices and processes.
- Contact account teams and provide them with usage data (extracted from our tools manually) of specific customers for specific products and discuss challenges and opportunities with these customers.
- Contacting customers to provide important information regarding their products/services (notifications of vendors; data extracted manually from our tools etc.).
- Keep tracking of activities per customer.
- Regular meetings with customers.
about you Skills: - Customer-centric and able to take the shoes of the customer (simple user as well as IT manager or buyer).
- Excellent communication skills, including language skills (English, Portuguese, and Spanish desired) and documentation management.
- Strong Presentation Skills, face-to-face and using hybrid tools.
- Excellent on PowerPoint presentations.
- Problem-solving
- Good knowledge of Audio and Web Conference products (Webex, Microsoft Teams)
- Lead project in Agility mode and deal with various counterparts (technical, sales, process, customer, management, ...)
- Interested in new subject areas (such as how to deploy software on many users, etc.)
additional information department Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
Job Tags
Contract work, Local area,