CA Technologies Sr Customer Experience Manager in Madrid, Spain
Do you want to help eliminate barriers between ideas and business outcomes? We want you to bring your unique experiences and creative ideas to the table. CA Technologies provides software and solutions that help our customers to develop, manage, and secure complex IT environments to increase productivity and enhance competitiveness in their businesses. It’s our aim to encourage global collaboration and results-oriented innovation, while supporting and developing our talented people and our communities. CA Technologies will empower you to drive authentic success, for both the business and yourself in the application economy.
This position is responsible for the proactive management of incidents that affect customer's successful use of CA Technologies solutions. It is also responsible for remediation activities that surround our customers' use of CA solutions. Act as an escalation point for business critical technical issues and coordination of incident management activities. Be aware of services projects and early/proactive escalations. Establish trusted relationships with internal stakeholders as well as customers that will impact customer satisfaction and sales results.
Act as a guide for account teams regarding customer escalations, assist in assessing situation
Coach account team members in the proper use of Support process, escalation procedures and tools
Actively engage with leadership and counterparts to identify new ways to proactively support the customers in your area through targeted issue reviews, project reviews and targeted troubled product campaigns
Actively engage in and lead remediation planning activities when required with account team
Ensure remediation/action plans are in place to address critical situations and are followed through
Coordinate customer communication and follow up of remediation activities
Engage customer management to ensure success of remediation plan as needed
Coordinate post mortem communication on lesson learned and root cause analysis with customer.
Participate with Support and Services teams during root cause analysis reviews
Provide proactive support to designated customers such monitoring Services engagements, identified 'hot' accounts, and issue trending
Act as internal advocate across CA businesses to ensure the appropriate resources are engaged to resolved specific technical requirements for customer issues
Champion escalation requests and ensure customers are provided with the latest information and documents available for CA products.
Extensive experience in the IT/Software industry in a customer facing environment with a broad understanding of IT infrastructures (Customer Success/Experience, Architect/Project Manager or Presales
High degree of thought leadership and problem solving to ensure the successful outcomes of customers
Ability to communicate effectively at all levels including senior management and technical personnel
Understand the business drivers in a customer environment and translate this to technical requirements.
Demonstrated C-Level customer relationships
Must be able to handle an escalated situation independently without the support of management
If you want to fulfill your potential, be acknowledged for your achievements, and be given autonomy to make decisions for your business and customers; if you want to work with a company that respects you as an individual - recognizing both your needs at work and your responsibilities outside of it - then CA Technologies is where you belong. At CA Technologies your passion and expertise can directly impact the business and you’ll help offer our customers practical approaches to delivering new, innovative services and value through IT.
Learn more about CA Technologies and this opportunity now at http://ca.com/careers
/ Note to Recruiters and Placement Agencies: We do not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any of our employee. We will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly./