• Customer Experience Specialist, Senior

    Location CZ-Brno
    Job ID
    Customer Support
  • Overview

    The EMEA Central Customer Experience Management Team is part of the Global Solution & Services Organization chartered to evolve from Product-Led Services to Solutions Provider to Credible & Trusted Provider of Managed Services. 


    This role will require collaboration with internal / external teams to provide multi-level service solutions based around complex Managed Services within a pressurised environment. Oversees customer satisfaction for assigned accounts. Acts as primary contact for the client.


    Critical to this role is the ability and flexibility to respond to customer issues and queries in a timely manner to identify and provide solutions within a profitable business unit.


    The successful candidate will work with external management teams (channel partners and end customers) to provide competitively advantageous Service solutions in to Enterprise companies from the Zebra Services Portfolio.



    The successful candidate will develop the role to become a “Trusted Advisor” for Premier Service customers, and channel partners where applicable.


    The Premier Service Customer Experience Manager must have a good understanding of technical issues although it is not required to have an engineering qualification. 


    The individual must be able to work with a degree of independent action whilst complying with the standard practices, thus ensuring consistency of approach


    The individual must have a customer centric approach to dealing with all account issues, both internal and external.


    The individual must be self motivated, willing to learn, and be highly collaborative. 


    The individual should be open to new ways of working and be creative in looking for efficiencies and services improvements.


    Due to the bespoke nature of the solutions being delivered, the individual should have the ability to assist in identifying service or process improvements and drive these through the core services design teams.



    Key responsibilities –

    • Part of the customer facing CEM team with the same accountability and responsibilities however with a focus on Premier Services, ensuring customer follow up and that services delivered align with the expected business outcomes
    • Central CEM roles will focus on a number of accounts, providing remote support. However some travel may be required.
    • Will be a key interface into central support teams to drive closer alignment.
    • This position is focused on providing end-to-end management and support for Premier and Visibility services accounts.
    • Account management – support the retention, protect and increase revenue and margin within allocated accounts.
    • To Prepare/Present and run internal and external Service Reviews, also driving pro-active recommendations in regard Service and operational improvements.
    • Collaborate with 3rd party vendors.
    • Customer advocacy for technical escalations and resolution process, working with internal teams to drive efficient resolution and ensure customer satisfaction
    • Ensure the Service Portfolio is positioned within new and existing opportunities.
    • An understanding of Services revenue recognition and general financial accounting practices is desirable
    • Weekly financial reporting on given accounts
    • Ensure contracts are invoiced on time and POs received and meet bookable orderable criteria.
    • Responsible for CSAT within allocated accounts
    • Escalation point for all customer issues relating to the service
    • Provide support to new projects as required by senior management


    • Ideally 3+ years within a Customer Service Management environment.
    • Ideally 3+ years Managed Services experience.
    • Experience in managing Service Solutions within a multi vendor environment.
    • A track record of working with senior management.
    • Strong communications and presentation skills.
    • The candidate should be highly conversant with the Microsoft Office range of applications including, but not limited to: Outlook, Excel; PowerPoint.
    • Effective time management and task prioritisation when under pressure.
    • Commercial awareness with an understanding of Service finance.
    • ITIL certification preferred.
    • Ability to build excellent relationship with customers and vendors.
    • Strong verbal and written skills; fluency in English.
    • Additional languages skills are desirable
    • Industry knowledge and experience in at least one of the following areas: Enterprise, Retail, Transportation and Logistics and Telecommunication Carriers.

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