Title:  Customer Assurance Program Manager

Location: 

Cork, Munster, IE, T23 PPT8

Requisition ID:  102706

Job Summary

Responsible for owning case related customer escalations and driving them to expeditious resolution. This individual contributor position requires a strong leader able to execute on customer relationship management, technical resource identification, tactical escalation execution, reactive escalations management and cross-functional coordination.

Job Requirements

  • Ability to listen to and understand customer issues and translate them into positive outcomes.
  • Collaborate with different depatments to execute on bringing customer escalations to timely resolution through prioritization and resource identification.
  • Engage with external customer as required.
  • Work with the Technical Support Centers to identify the correct level of required technical resources required to resolve customer escalations.
  • Lead the development and presentation of post-event Service Incident Reports as required.
  • Track and record customer escalation types to provide data for identification of systemic issues.
  • A second European language is required

Education

IC - Typically requires a minimum of 8 years of related experience.Mgr & Exec - Typically requires a minimum of 6 years of related experience.

 

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Job Segment: Program Manager, CRM, Technical Support, Relationship Manager, Manager, Management, Technology, Customer Service