For our client – worldwide leader in innovative IT and networking technologies – we are currently looking for a HTOM/HTE.
Impact
- Makes decisions impacting one or more Customers. These decisions may impact the revenue on customer accounts (i.e. SLA penalties).
- Makes decisions impacting multiple teams within the company. These decisions may impact the costs associated with those teams.
Scope
- Responsible for delivery on 1-5 customer accounts
- These accounts may have more complexity, i.e. at least one account will have the full range of Expert Care services, including SLAs.
Complexity
- Solves problems with high complexity
- Can identify viable (and often innovative) options and use analytical skills and judgement to recommend an appropriate solution.
Role Specific Responsibilities
- Attains strategic knowledge of customer support, business needs and requirements to deliver successfully
- May take on the lead role for global customers that have HTOMs assigned in multiple theatres/franchises.
- Serve as a lead communicator, documenter and champion of all customer’s needs within the company
- Coach & mentor across various disciplines, peer delivery teammates.
- Assists with the creation of customer training
Results
- Orchestrate and deliver the Quarterly Customer Reviews, lead the discussion and organize follow-ups
- Act as Resolution Leader for high visibility engagements (FET & CAP cases) that have a significant impact on the organization around improvements in customer satisfaction, operational efficiency or cost reduction.
- Use Operational Assessments to identify and share operational best practices, processes and procedures to improve the customer operations overtime
Expertise
- Requires a solid understanding of the processes, procedures and systems used to accomplish the work and in-depth familiarity with the broader underlying concepts in own job family/job discipline.
- Applies knowledge of how the team relates to other closely related areas to improve the efficiency of their team.
- Bachelors + 7 years of relevant experience, or
- Masters + 4 years of relevant experience,
- Advanced customer support process skills
- In addition to grade 8: ITILv4 Direct Plan Improve desirable, ITILv4 Drive Stakeholder Value Desireable, CCNA Optional
Leadership / Autonomy
- Work is autonomous.
- Minimal instruction is required.
- May require guidance for complex tasks.
- Provides training / guidance to new team members.
- Leads projects and initiatives.
Take your career to the next level with exciting projects, expert teams, and cutting-edge technologies. Apply now!
Location: Istanbul, Turkey | Hybrid
