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Customer Success Lead

INFORMATION ABOUT THIS JOB

Job Title Customer Success Lead
Contract Type none
Contract Duration none
Location South Africa
Salary none
Job Published 5 months ago
REF 9093
Contact Name none
Contact Email none

Job Description

  • Design and evaluate customer experience tools, processes, and programs to drive quality management and continuous improvement of products or solutions.
  • Interface directly and indirectly with customers to develop customer intelligence and insight by capturing, assembling and assessing customer sentiment about the company and solutions; integrating and analysing disparate data sources to provide insights, recommendations, and business justifications.
  • Represent at the senior level the voice of the customer to stakeholders by proactively gathering feedback, observational studies, and "voice of the customer" research; ensures that identified issues are reported, tracked, and followed up on, resolves escalated items, and advocates for customer-centred outcomes while balancing Aruba and customer needs.
  • Directly or indirectly represent the Aruba actions and outcomes to the customer.
  • Leverage domain-specific expertise and overall customer experience leadership and perspective to support cross-organization projects, programs, and activities.
  • Provide guidance and mentoring to less- experienced staff members and customer experience influencers; leads best- practice sharing and supports development around specific customer experience innovation areas.

 

Education and Experience

  • Bachelor's or master’s degree in Quality Management, Business Management, Marketing or equivalent.
  • Typically, 6-10 years’ experience.

 

Knowledge and Skills

  • Developing common and specialized customer experience methodologies and tools to capture and report customer experience data.
  • Extensive experience using data collection and analysis tools and software packages to gather, integrate and analyse data from multiple sources.
  • Excellent analytical, statistics and problem-solving skills, organization, attention to detail and ability to deal with ambiguity.
  • Thorough understanding and experience in applying industry quality standards and methodologies.
  • Evaluating forms of empirical and root-cause analysis, modelling and testing methodologies to validate compliance with quality standards.
  • Excellent written and verbal communication and facilitation skills; mastery in English and local language.
  • Ability to balance listening and advocacy to effectively communicate customer needs, quality architectures, plans, proposals, and results, encourage collaboration and negotiate options at senior management levels.

 

Impact/Scope

  • Collaborates with customers, peers, technical and account leaders, and external and internal quality partners.
  • Typically interacts with high- level Individual Contributors, Managers, Directors and Program Core Teams.
  • Leads multiple projects requiring customer experience data analysis and reporting.
  • Drives process and standards design innovation.

Ref: 9093 | Published: 21 Feb 2019

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