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 –