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Job Description
The role involves serving as the primary support representative for customers in the region, managing escalations, delivering support presentations, and ensuring customer success through cross-functional collaboration within a global enterprise storage company.
Key Responsibilities
- Serve as the primary representative for Everpure support in the region, acting as a liaison for customers, partners, and sales teams.
- Deliver support presentations, incident reports, and root cause analyses to customers in person or remotely.
- Advocate for customer needs and issues across organizational teams to ensure customer success.
- Develop and maintain strong relationships with clients, understanding their processes and environments.
- Manage customer escalations and expectations, taking ownership of crises and coordinating resolution efforts.
- Gather and relay customer feedback to support, engineering, marketing, sales, and product teams to improve support services.
Requirements
- Minimum of 7 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
- Experience in Account Management, Escalation Management, and Technical Industry.
- Proven ability to establish ownership and manage critical escalations from initial report to closure.
- Critical Incident Management experience is required.
- Display a strong sense of urgency and ability to manage crises, sometimes outside of regular working hours.
- Ability to work effectively in high-stress situations and engage with vital and strategic accounts at all levels.
- Experience supporting U.S.-based customers and covering U.S. working hours is mandatory.
- Willing and able to travel periodically throughout the region to support internal and external customers.
- Willing and able to work outside of standard working hours and weekend work hours from time to time.
- Strong written, verbal, and presentation skills, including the ability to deliver technical Incident Reports and Root Cause Analysis documents.
- Ability to deliver Support presentations to prospects, existing customers, and at customer locations remotely or in person.
- Ability to develop and maintain strong relationships with clients, understand client processes, teams, and environment to expedite engagement and resolution.
- Ability to solicit customer account team feedback on overall experience and channel feedback into the support organization.
- Ability to manage customer and ASP escalations and expectations, taking ownership of crises from beginning to end and working with cross-functional teams to resolve issues and follow through on actions.
Benefits & Perks
Flexible time off
Wellness resources
Company-sponsored team events
Opportunities for career growth and advancement
Supportive and inclusive work environment
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