Cloud Customer Success Strategist

hace 4 días

Barcelona, Barcelona, España Td Synnex A tiempo completo

We're a leading IT distributor and solutions aggregator for the global IT ecosystem. Our company consists of 23,000 industry professionals who share an unwavering passion for bringing compelling technology products, services, and solutions to the world.

We help our customers maximize the value of their IT investments, demonstrate business outcomes, and unlock growth opportunities.

At TD SYNNEX, we prioritize diversity, equity, and inclusion. We strive to be a diverse, inclusive employer of choice and a good corporate citizen.

Our employees appreciate the strong team environments, family feel to our organization, flexibility available, and caring, supportive nature of our managers and colleagues.

We offer great learning opportunities through dedicated platforms, focused development plans, and collaboration with colleagues.

We value Diversity, Equity and Inclusion (DEI) and have a team focusing on various programs to support individuals from diverse backgrounds.

Job Purpose

The Cloud Customer Success team is responsible for optimizing business processes required for platform and vendor integration, customer engagement, and partner training across the Iberia region.

This role involves offering shared support and partner success through TD SYNNEX's Iberia Region.

An important responsibility will be to design and implement scalable regional operational processes and monitoring services aligned with TD SYNNEX's platform offerings and applicable cloud vendors.

The specialist will work closely with internal departments and others to ensure understanding, documentation, and coordination of activities are achieved as applicable.

The specialist will own and coordinate several projects, briefings, and progress updates. The specialist will collaborate with TD SYNNEX's Business Unit leaders, Marketing teams, and vendors to develop strategies and prepare systems and processes for launching platform products, services, programs, and campaigns across Iberia.

The team will collaborate with all Business Unit leaders and their key partners to develop strategies and strive to deliver best-in-class systems with maximum impact and synergy across the Iberia region.

Responsibilities
  • Define and design central operations to support TD Cloud Business.
  • Provide strategic processes and operational support to drive success across the Cloud portfolio, including innovative end-to-end monetization models for products, services, and solutions.
  • Create quality, personalized customer experiences by designing intentional end-to-end customer experiences to enable key customer touchpoints.
  • Onboard, educate, create adoption, and act as customer advocacy with proactive engagement with customers.
  • Review existing processes and provide advice in specialized subject areas, such as legal guidelines, internal compliance policies, services, platform support, or others as necessary.
  • Document all processes accordingly to guarantee homogeneous and up-to-standard service levels within the scope of order fulfillment and vendor and customer invoicing.
  • Act as the business owner for operations system enablement.
  • Liaise with Platform teams and IT to drive the definition of system requirements, functional specs, and deployment of revenue and pricing processes supporting our solution offering.
  • Manage constant communication with countries and other stakeholders around processes.
Requirements
  • Solid understanding of eCommerce platforms.
  • Solid understanding of vendor dynamics within the distribution channel.
  • Strategic and analytical skills.
  • Proven analytical and problem-solving abilities.
  • Exceptional customer service orientation.
  • Comfortable working in an international results-driven project organization.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Project experience managing customer success software and tools.
  • Experience managing distant or virtual teams in a service desk environment preferred.
  • Exceptional written and oral communication and presentation skills in English & Spanish language.
  • Excel Intermediate Skills.
  • Experience with the IT distribution industry will be a plus.
Estimated Salary

€45,000 - €60,000 per annum, based on experience.

Salary may vary depending on qualifications and experience.

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