User success engineer
il y a 1 mois
Ensure Customers, Partners, Users satisfaction by fostering sustainable relationships to capitalize and share Knowledge and Know How.
a. “REACTIVE SUPPORT”
- Be accountable for the quality & speed of answers to all 3DS Customers Support Requests
- End to End ownership of customer request from opening until closure ensuring customer satisfaction
- Promote R&D Best Practices through interaction with customer/users
- Make sure our delegated Partners are delivering against their Support SLA on each Service Request.
- Contribute to answer users questions in user's communities.
- In case of a dedicated Support Services level contracted by the customer : ( Premium),
- Be the Dedicated Technical Expert for selected Premium Customers to manage “Service Requests”
- Participate to customer cadence call, on demand, to convey technical expertise and deliver plans to enhance value & satisfaction.
- Manage production down situations for mission critical systems: deliver best in class resolution plan and communicate according to Customer ( onsite intervention, cadenced remote operations, follow the sun operations)
b. “PROACTIVE /PREVENTIVE SUPPORT”
- Monitor usage and deliver online services to our cloud/ on Premise users ( detect infrastructure noncompliance, proactive log monitoring, over storage consumption, usage optimization recommendation).
- Listen and capitalize on user's feedbacks to guide R&D to improve solutions based on user's needs
- Communicate improvements to users
- Contribute to Big Data / Cognitive Computing transformation adoption to enhance customer satisfaction
- Drive the identification of underlying causes behind complex incidents and drive problem solving together with development teams Define & Capitalize on Diagnosis / Troubleshooting Strategy & Replicate
- Deliver high value Best Practices ( Platform/Infrastructure related)
- Capitalize on “service requests” through Q&A / FAQ’s / Dos & don’ts / Webinars / User's communities posts
- Lead Get Well Quality Plan by Apps
- Education requirement BS degree
- 1 to 8 years of successful software solution sales experience
- Customer Deployment and / or R&D background
- Experience in a Domain / Industry is an advantage
- Service Requests Management Process and Tools
- Peer cooperation
- Effective Communication
- Crisis and issue management
- Knowledge capitalization
- Problem Solving
- Time and Priority Management
- Customer Focus
- Testing process & tools
- Running 3DS People Processes & Tools
- 3DS Company Knowledge
- Usage monitoring
- Communicating to user's in communities
- Feedbacks capitalization
Nice to have:
CATIA or CAD product knowledge
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