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Were looking for a highly skilled Technical Support Engineer to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. Youll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers.
Responsibilities :
Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
Create and update support documentation while logging all interactions in the support system.
Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.

Providing professional and high-quality service to Travel customers throughout the service process
Delivering answers and solutions to customer inquiries
Managing ongoing processes and handling complex service cases
Providing support to customers according to defined procedures
Taking full responsibility for customer handling from initial inquiry to resolution

As a CXM, You will be instrumental in driving customer satisfaction and success. You will be responsible for:
Implementing cutting-edge technological solutions to meet the evolving needs of our customers
Troubleshooting technical issues and deep knowledge in our products to provide professional support for our teams
Analyzing performance data and trends to inform strategic decision-making
Collaborating with cross-functional teams.

As a CSAM, you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their business value across our Digital Cloud platforms. By leveraging your business acumen, industry perspectives, customer knowledge, and technical expertise you will be responsible for the end-to-end post sales delivery and support orchestration across the company and Partner ecosystem to align the right resources at the right time to achieve customer outcomes. Check out the CSAM role in the Customer Success Unit! Be ready to make impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

Responsibilities

Customer Relationship Management
Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders. Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align our strategy to customer business priorities.

Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in our company. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels.