Customer Success Champion (IT Escalation Management)

A Snapshot of Your Day

As a Customer Success Champion, your day is filled with diverse responsibilities that focus on ensuring customer satisfaction and effective communication between stakeholders/customers and internal teams. You will spend approximately 70% of your time 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 (PoC) for IT coordination across various business units, ensuring that 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. 

How You'll Make an Impact

• Customer Advocacy: Champion the voice of the customer, ensuring their concerns are heard and addressed in a timely manner. 
• Operational Excellence: Manage the IT Escalations, continuously improving workflows and reporting 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 the process, ensuring compliance with industry standards. 

• Expertise: Strong knowledge of customer service principles and complaint management processes. 
• Experience: Several years of experience in managing customer escalations in a large enterprise environment. 
• Skills: Excellent communication, decision-making, and problem-solving skills, with the ability to coordinate effectively with various stakeholders. (key – Stakeholder management) 
• Technical Skills: Strong technical knowledge on multiple IT Infrastructure components 
• Reporting: Reporting skills will be an added advantage on visualization reporting tools like PowerBI, Tableau etc. 

About the Team 

You will be part of Operational Control Center (OCC), a dedicated team focused on operational excellence and execution of IT processes. This team is responsible for managing and optimizing IT & OT services, ensuring that they meet the needs of the organization and its stakeholders. We provide an atmosphere to learn & develop your skills in an agile and flexible work environment. 

At Siemens Energy, we are more than just an energy technology company. With ~100,000 dedicated employees in more than 90 countries, we develop the energy systems of the future, ensuring that the growing energy demand of the global community is met reliably and sustainably. The technologies created in our research departments and factories drive the energy transition and provide the base for one sixth of the world's electricity generation.

Our global team is committed to making sustainable, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation.

Find out how you can make a difference at Siemens Energy: https://www.siemens-energy.com/employeevideo

Our Commitment to Diversity

Lucky for us, we are not all the same. Through diversity we generate power. We run on inclusion and our combined creative energy is fueled by over 130 nationalities. Siemens Energy celebrates character – no matter what ethnic background, gender, age, religion, identity, or disability. We energize society, all of society, and we do not discriminate based on our differences

Rewards and Benefits

• Your lunch with meal tickets
• Keep your brain fit with our trainings
• Special for books lovers - Bookster
• Stay safe and healthy with our medical subscription
• Think about your future too with Private Pension Pilon III
• Look after yourself with our Wellbeing Initiatives

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