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Principal, Customer Support
hace 4 meses
1/ Main missions-
Be the key point of contact in front of the Country Entities and oversee the operational management and continuous improvement of our Digital Product
- Reviews & Manages Requirements of Enhancements / Adaptation of current local configurations
- Contributes to the management & prioritization of new Ideas/Business Requirements as well as contributes to the investigation of new features to secure efficiency and constant evolution in alignment with company's digital journey
- Follows the Support Process to secure the right level of solution knowledge is available to the Support team
- Plans & Drives regular cadence with the key stakeholders to follow progress, capture feedback and drive further business value realization: Product, Support, Country
2/ Responsibilities
In your capacity as the key point of contact in front of the Country Entities your main responsibilities will be to:
• Act as the primary liaison between the Digital Product team and the Country Entities, ensuring effective communication and collaboration
• Address any queries, concerns, or feedback from the Country Entities related to the Digital Product, providing timely and accurate responses
• Build and maintain strong relationships with key stakeholders at the Country Entities, fostering a collaborative and productive working environment
Oversee the operational management and continuous improvement of our Digital Product:
• Proactively identify areas for improvement in the Digital Product, considering feedback from Support Entities users & key stakeholders
• Raise awareness when organization setup gaps are identified and work with the Country Entities' Representatives to identify suited action plan
• Plan Evolution required based on the Country Entities needs: local related configuration evolutions
Reviews and manages requirements of enhancements/adaptation of current local configurations:
• Review and analyze enhancement requests from the Country Entities, assessing their feasibility, impact, and alignment with the overall product strategy
• Collaborate with stakeholders to gather detailed requirements, ensuring a thorough understanding of the desired enhancements or adaptations
• Manage the prioritization of enhancement requests based on business value, technical feasibility, and resource availability – strong collaboration with the Product Owner
JOB DECRIPTION
Contribute to the management and prioritization of new ideas/business requirements as well as to the investigation of new features to secure efficiency and evolution aligned with company's digital evolution journey.
• Collaborate with various stakeholders: Product Managers, Product Owner, Process Drivers Business Analysts, and Country Entities, to evaluate new ideas and business requirements
• Assist in the definition and documentation of business requirements, ensuring clarity, completeness, and alignment with strategic goals, when required
Follow the Support Process to secure the right level of solution knowledge is available to the Support team:
• Collaborate with the Support team to ensure they have the necessary knowledge and resources to effectively address customer inquiries and issues
• Provide training, documentation, and regular updates to the Country Entities on new features, enhancements, and known issues
• Continuously monitor and assess the support process, identifying areas for improvement and implementing measures to enhance support efficiency and effectiveness
Plan and drive regular cadence with key stakeholders to follow progress, capture feedback, and drive further business value realization (Product, Support, Country):
• Schedule and conduct regular meetings with key stakeholders, including Product Owner, Support teams, and Country Entities.
• Review and report on the progress of ongoing initiatives, addressing any challenges, risks, or dependencies
• Capture feedback, suggestions, and concerns from stakeholders, ensuring they are appropriately addressed and incorporated into decision-making processes
• Collaborate with stakeholders to identify opportunities for maximizing business value, such as feature adoption, process improvement, or user satisfaction enhancement
2/ Desired Profile & Skills
- Education: Masters' Degree in IT, Project Management, or International Business
- Work experience in IT: 3 to 10 years
- Experience in Genesys Pure Cloud Framework, CTI, Routing and Reporting and Salesforce Service Cloud integration
- Demonstrated experience implementing and executing Agile principles with strong digital skills
- Experience and deep understanding of user experience best practices We highly value an individual who gets hands-on on topic with customer focus, good energy level, motivation to get things done, empathy and embracing change
- Demonstrated experience in establishing roadmaps based on prioritization of opportunities and deep understanding of customer needs
- Excellent problem determination and problem-solving skills; rigorous and detail-oriented
- Good written and verbal communication skills
- Comfortable in working in an international environment
3 – Languages
English – Fluent (written and spoken)
Why us? Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive. €25.7bn global revenue 137 000+ employees in 100+ countries 45% of revenue from IoT 5% of revenue devoted for R&D You must submit an online application to be considered for any position with us. This position will be posted until filled It is the policy of Schneider Electricto provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.
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