Job Description Summary: As CRM leader for Germany, you will be leading a team of 4 CRM professionals and providing strategic and operational leadership to help grow our customer relationships and satisfaction.
Roles and ResponsibilitiesDefine the appropriate strategy to lead with the German Market (350 customers with 3 WTGs).Drive a customer-focused culture.Improve Customer Communication and Responsiveness by working with the Digital Team to provide Customer Interface Software.Accelerate digitalization on customer interfaces.Ensure the customers have a single point of contact for timely and satisfactory resolution of concerns covering a wide variety of support services, overall as the Customer relationship owner.Interface for major tech issues resolution (RCAs, TILs, major tech issues at site) and represent the most direct access to all appropriate internal functions to support the customer.Establish and maintain contact to provide ongoing technical and business support (Technical GE/Customer forums).Establish and maintain regular customer HQ level operational interface (scheduled meetings, regular reviews management).Manage customer complete Contract portfolio, including O&M, Powerup, TSA Warranty, and Extensions.Contract dispute resolution or any other contractual discussions resolution such as LDs/Bonus, Variable fees discussions, cash past dues, contract scope discrepancies, and any other contractual claim.Identify Sales and Transactional opportunities and work with the sales team to materialize them.Owner of NPS KPI for his/her cluster.Required QualificationsThis role requires significant experience in Services & Customer Service Management.Knowledge level is comparable to a Master's degree from an accredited university or college (or a high school diploma with relevant experience).Bachelor's Degree in business or technical related field, or significant experience in field service, engineering, or operations & PM in combination with an apprenticeship in business or technical related field.Demonstrated ability to lead programs/projects.Ability to document, plan, market, and execute programs.Established project management skills.Entrepreneurial/Change agent mindset.Ability to energize teams and view change as an opportunity.Excellent analytical, problem-solving, and process skills.Excellent facilitation, presentation, and verbal & written communication skills (German and English).Ability to work effectively in a culturally diverse and highly matrixed environment.Willingness to travel.Additional InformationRelocation Assistance Provided: No
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