Job Summary
3DP customer support is the organization in EMEA that provides technical support to 3DP users.
This organization is structured on different levels of support, with interaction between different partners and with a wide range of processes and guidelines.
The primary role of the Customer Success Manager is to support customers experiencing complex or abnormal situations to navigate through the complexity of this network to ensure they receive the required level of service and support.
ResponsibilitiesHigh empathy and capability to listen to customers and understand their real pain to determine the actual customer needs and requirements.Work on complex customer problems where analysis of situations or data requires an in-depth evaluation of multiple factors.Good communication skills to allow proper relations with customers.Business sense and understanding of the limitations and capabilities of the organization.Willingness to travel across the whole EMEA to meet customers and partners regularly.Understanding of the 3DP services organization and processes.Represent the organization to external customers/clients.Exercise independent judgment within broadly defined policies and practices to determine the best method for accomplishing work and achieving objectives.Capability to identify process gaps and limitations and a continuous improvement attitude.Education & ExperienceRecommended - Four-year or Graduate Degree in Business Administration, or any other related discipline, or commensurate work experience or demonstrated competence.Typically has 4-7 years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field, or an advanced degree with 3-5 years of work experience.Knowledge and SkillsMedium to high knowledge of IT and services industry.Understanding of service KPIs (NPS, Call rate, AIR, etc.
).In-depth knowledge of company organization and policies, HPS services offerings, end-to-end processes, tools, and routes to market.Problem detection and analysis of root cause.Proven ability to lead teams to achieve results, exercise independent judgment, and handle unique situations to accomplish goals in tight time frames.Demonstrated skills in planning and financial analysis.Medium level of planning, project management, and change management skills.Project and change management training and certification as appropriate.Good presentation skills.Ability to influence different functions, geographies, and the ability to build strong consensus.Impacts internal and external clients on a worldwide basis.
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