Customer Advocacy Manager
DDN
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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About the role
- Act as the conduit of communication between the customer and DDN Technical Support
- Be the customer advocate; be familiar with product roadmaps, support processes, product enhancement processes to be able to become a trusted advisor
- Be aware always of the state and status of your customer’s support cases
- Interface with other DDN organizations (Operations, Logistics, Engineering, etc.) as needed to manage required actions/communications/resolutions
- Plan and manage maintenance windows with the customer to ensure necessary repairs and upgrades are handled within the downtime window
- Manage escalations either from the customer or from DDN Technical Support
- Monitor the support cases for the customer and in some situations monitor the customer systems and generate cases when necessary
- Communicate case status when appropriate
- Generate monthly metrics and communicate to the appropriate audience
- Assist in the preparation of Quarterly Business Reviews if the customer requests them
- In general ensure a smooth experience for the customer
Requirements
- +5 years of experience
- Strong communication skills
- Strong Microsoft Office capabilities – Word, Excel and PowerPoint
- Familiarity with Oracle and Agile
- A minimum of a Bachelor’s degree
- Experience in managing challenging customers
- SFDC experience
- Ability to assemble and interpret large amounts of data
- Project management skills
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Microsoft OfficeOracleAgileSFDCdata interpretationproject management
Soft skills
communicationcustomer advocacycustomer managementproblem-solvinginterpersonal skills
Certifications
Bachelor's degree