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Customer Success Engineer
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At Intracon Marketing Solutions we design strategic sales and marketing solutions and our people are innovative, influential, intrepid, incisive and ingenious, and we don't get tired until we get the best possible results. Do you want to be an Intraconer and be part of our creative engine adding value to our team, clients and society?
We are IN, are you IN?
We are looking for a Post-Sales Engineer to work in a project for one of our main clients, the multinational technology company HP (Hewlett-Packard).
About the role:
- Dedication: Full-time
- Work model: Hybrid (4 days / week of remote work and 1 from the office)
- Location: Sant Cugat del Vallès (Barcelona)
- Project’s Lenght: 1 year estimated with high options to be extendable
Main responsibilities:
As Post-Sales Engineer, you will mainly those responsibilities among others:
- Foster customer loyalty to HP by acting on customer feedback in an effective and efficient way through the right vehicle.
- Close the loop owner: every time there is a detractor, understand the situation, define the action plan, and influence the organization to deploy it. Follow up the case until the customer is a promoter again and help to build a better product.
- Customer insights driven to current products organization: monthly update of the detractor and dissatisfaction causes so the products on the field can be reengineered or regional process can be updated to avoid detractors to happen again.
- Customer insights for future products: be able to consolidate and extract not only in satisfaction causes, but also customer request and hidden needs to influence under development products.
- Work on CRM project: consolidate the data from every source regards the customer journey, behavior, and habits; analyze the metrics and create an opportunity sales list to present it to key players from other departments.
- Manage a Customer Satisfaction Software System, by creating, modifying, and managing surveys. Analyze the data and prepare reports regards the survey´s performance and customer´s feedback.
- Event management follow up
Background & Skills:
- Bachelor's, Master's degree or PHD in Industrial, Computer Science or Telecommunications Engineering
- 2+ years in project management and customer service or support role is preferred.
- Previous experience in an international and multi-functional environment will be valued.
- Advanced level of English
- Exceptional communication skills, both written and verbal
- Excellent analytical skills, to effectively extract and communicate key points on complex situations that involve different functions and customers setups
- Strong attention to detail and problem-solving skills
- Ability to understand complex product setups and product development as per finding root causes
- Expert in customer interaction and engagement.
- Willing to learn about technology
- Proactive approach and self-directed.
- Previous experience and clear understanding of service business model.
- What we offer:
- Well-connected office with green spaces around
- Good working environment
- Hybrid mode of work: 4 days of telework, 1 from the office
- Multicultural and dynamic team
- Free Language courses with native speaker teachers
- Fun & well-being activities (teambuildings)
- Intracon benefits (discounts on health insurance, sport centers and more) ️
As an equal opportunity organization, we recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, gender identity, marital status, disability, or any other basis.
