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Customer Success Manager with English

Samsung R&D Institute PolandWarszawa, Masovian, Poland

5 days ago

Job description

technologies-expected :

Android
Tizen
Vmware
MobileIron
Blackberry
MaaS360
FAMOC
Intune
MS Office

about-project :

As an Enterprise Technical Support we provide direct after-sales technical support and troubleshooting of mobile related issues in enterprise IT environment, which keeps customer’s mobile workforce working efficiently. Our B2B customers are located in the whole EMEA region. Our experts are ready to conduct proactive assessment, provide reliable support, handle escalations of various sorts / degrees, as well as tailor solutions to fulfill B2B organization's unique needs.

As a Customer Success Manager you will serve as an extension of the customer’s team, working closely with the entire Enterprise Technical Support organization to help ensure consistent management and prioritization of critical support issues and mobility projects. The CSM is the customer’s trusted advisor and advocate within Samsung who assists in expediting cases within Enterprise Technical Support, helping to allocate the right resources and assisting in escalating support tickets. The CSM is not just reactive in nature but can collaborate with customers / partners and IT departments to proactively review the mobility deployment strategy, identify challenges that might occur, and suggest remediation approaches and solutions to those challenges before they impact the customer’s business.

responsibilities :

Maintaining good relationships and direct contact with enterprise customers and partners

Supporting a customer in contacts with 3rd party Information Technology vendors

Identifying potential gaps and expansion opportunities (conducting mobility assessments, reviewing mobility strategy, maintenance reviews, etc.)

Educating customers on how existing products and new solutions work, and how it can contribute to their business growth

Keeping customer informed about upcoming updates / changes within Samsung Android and Knox platform

Conducting product trainings for customer and partner representatives, sharing business, technical, and product knowledge

Managing all the aspects of the service account related to Post-Sales / maintenance (technical and non-technical)

Acting as a customer advocate to ensure customer’s escalations are resolved in due time, collecting VOC and building internal knowledge base

Visiting customer’s onsite to perform quarterly business and tactical operational technical reviews

Close cooperation with Sales Department teams to build relationship with decision makers (C-level, directors, senior managers), business contacts, and other influencers

Close cooperation with Pre-Sales to ensure smooth transition and continuous customer support

Abroad traveling up to 5% of time.

requirements-expected :

Fluency in English including business and technical is obligatory

Fluency in French or Spanish would be a great benefit

Experience in a Service / Support / Technical Account Manager role in IT / Telco / Mobile Industry is a must

Experience with mobile operating systems (Android, iOS, Tizen)

Professional experience with Mobile Device Management (MDM) Solutions (Vmware, MobileIron, Blackberry, MaaS360, FAMOC, Intune etc.)

Excellent interpersonal skills, positive attitude

Professional experience with traditional IT systems and solutions like email systems, workgroups solutions, communication networks, security solutions and SW / HW operating infrastructure

Degree in Computer Science, Engineering, Information Technology or related field

Proficiency in MS Office

Fundamental literacy in data analysis and reporting

Good understanding of IT processes, services and technical project management

Dynamic and open-minded person, not afraid of challenges, flexible and open to changes.

Strong ability to organize work schedule to ensure deadlines are always met.

Experienced in leading business meetings on C / Director-level.

High competency level in delivering presentations

offered :

Friendly working atmosphere

Knowledge sharing internally and externally

Monthly integration budget

Possibility to attend local and foreign conferences

Start of work between 7 a.m. and 10 a.m.

Workstation / Laptop + 2 external monitors

OS : Linux, Windows

Private medical care (possibility to add family members for free)

Multisport card

Life insurance

Lunch card

A partial reimbursement of the cost of an English language course

Possibility to learn Korean for free

Variety of discounts (Samsung products, theaters, restaurants)

Unlimited free access to Copernicus Science Center for you and your friends

Possibility to test new Samsung products

Office in Warsaw Spire near the metro station

Attractive relocation package

benefits :

sharing the costs of sports activities

private medical care

sharing the costs of foreign language classes

life insurance

corporate products and services at discounted prices

integration events

dental care

no dress code

leisure zone

pre-paid cards

baby layette

charity initiatives

unlimited free access to Copernicus Science Center

mentoring program

psychological support

possibility to test new Samsung products

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Customer English • Warszawa, Masovian, Poland

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