Customer Advocate Manager

General Electric ,
Livingston, West Lothian
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Job Description

**Role Summary:** The Customer Advocate Manager provides account management for Tier1 support accounts, has primary ownership to develop and drive action plans to accelerate issue resolution, maintain customer communication, advocate for the customer to ensure successful operation of GE Digital software solutions, and ensure that the accounts are getting the best possible experience of products and services during the operation life of the GE deployed solutions. **Essential Responsibilities:** Customer Support Be the focal point for customer escalations on Maintenance and Support issues, where GSS require assistance to manage support cases. Manage customer action plans for purposes of accelerating complex issue resolution. Identify and coordinate internal department resources necessary to solve customer issues. Escalate as required to ensure timetables are met. Determine root causes of escalations and develop preventative action plans to avoid recurrence. Interface with Global Support Services engineers and managers, Engineering, and Sales and Marketing to ensure timely, high quality solutions to customer reported issues. Provide regular status updates to customers on outstanding issues. Ensure proper documentation of issue status and progress in a customer case management system. Provide training to customers on Support processes and tools. Identify and facilitate the transition from Projects into Support. Provide metrics and reports to customers regarding support performance Services Support In conjunction with project Services, understand customer business drivers and systems infrastructure to proactively deliver product roadmap updates, enhancement requests and available upgrades Anticipate customer needs and responses, and modify communications appropriately to ensure best possible response. In conjunction with project services establish and maintain Remote Access for customers according to the contract terms and support requirements. Support the GSS teams to collect and maintain customer system architecture to maintain an accurate and up to date view of the customer's system Internal Reporting Provide regular status updates to senior level management. Maintain a Customer Dashboard capturing Customer Satisfaction and compliance to SLAs, Maintain and internally share an account management and communication plan to ensure customer plans are communicated across internal departments Sales Support Pro-actively identify sales opportunities and report them to Sales/Marketing Support the creation of proposals for consulting, support and licensing as requested by customers, e.g. Assist Sales and Tendering team with the Support Maintenance contract renewal, or in case of a new Tier1 account, with the initial Maintenance contract Be responsible to build and maintain a trustworthy relationship with all maintenance contracts customers' stakeholders Be a trusted advisor on the business operations involving GE products **Qualifications/Requirements:** Bachelor's Degree in Computer Science or in "STEM" Majors (Science, Technology, Engineering and Math), Master's Degree preferred or equivalent knowledge & experience Proven professional experience in the domain Would be nice: ITIL trained, Prince 2 trained Proven experience managing strategic\\escalated customer accounts. Ability to make priority decisions based on customer business situations. Strong communication and presentation skills. Software engineering or IT Industry experience. Experience working with or supporting complex software solutions in a business environment. Strong domain and application knowledge, particularly in the areas of DMS, OMS, Mobile and DERMS Proven Customer \\ Account Management experience. Proven ability to develop and manage technical action plans. Excellent organizational, customer relationship, verbal and written communication skills. Proven ability to deliver influential and impactful messages to customer and internal senior leadership. Exceptional say/do ratio - ability to define and deliver to a plan with minimal supervision. Strong common sense and logical reasoning skills. Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EU/EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post, as the employing body is unlikely, in these circumstances, to satisfy the Resident Labour Market Test. For further information please visit the UK Border Agency website at Desired: Technical Expertise: Proactively makes or recommends decisions based on in-depth analysis; Able to define critical problems to be solved; Identifies data sources required to execute analytic; With guidance from manager, able to select and conduct advanced analytic techniques; Uses a formal process to present findings and recommend specific actions that relate to business objectives; Prop

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