Customer Success Champion

As a Customer Success Champion at Siemens Energy, your day will involve a variety of responsibilities focused on ensuring customer satisfaction and effective communication between stakeholders/customers and internal teams. Approximately 70% of your time will be dedicated to managing IT escalations, addressing customer concerns, and collaborating with cross-functional teams to resolve issues. The remaining 30% of your day will involve acting as a point of contact for IT coordination across various business units, ensuring customer needs are met through effective IT solutions. Your role will require strong problem-solving skills, proactive communication, and a commitment to enhancing the overall customer experience. - **Customer Advocacy:** Champion the voice of the customer, ensuring their concerns are heard and addressed promptly. - **Operational Excellence:** Manage IT escalations, continuously improve workflows, and report results to the organization. - **Collaboration:** Work closely with various departments and external partners to ensure effective resolution of IT escalations, including setting up meetings, coordinating, and sending management summaries. - **Training & Development:** Provide training and support for team members on best practices for escalation management. - **Process Improvement:** Develop and implement strategies to enhance processes, ensuring compliance with industry standards. **Qualifications Required:** - Strong knowledge of customer service principles and complaint management processes. - Several years of experience in managing customer escalations in a large enterprise environment. - Excellent communication, decision-making, and problem-solving skills, with the ability to coordinate effectively with various stakeholders. - Strong technical knowledge of multiple IT Infrastructure components. - Reporting skills will be an added advantage on visualization reporting tools like PowerBI, Tableau, etc. In addition to the role-specific details, Siemens Energy is more than just an energy technology company. With a dedicated team focused on operational excellence and execution of IT processes in the Operational Control Center (OCC), you will have the opportunity to work in an agile and flexible environment that fosters learning and skill development. Siemens Energy is committed to developing the energy systems of the future to meet the growing energy demand sustainably. The organization values diversity and inclusion, celebrating differences in ethnicity, gender, age, religion, identity, or disability. By upholding a legacy of innovation and focusing on decarbonization, new technologies, and energy transformation, Siemens Energy aims to make sustainable, reliable, and affordable energy a reality for all. If you are interested in contributing to the energy transition and pushing the boundaries of what is possible, you can explore career opportunities at Siemens Energy by visiting [Siemens Energy Careers](https://www.siemens-energy.com/employeevideo).,