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Customer Advocacy Manager

Landis+Gyr is a leading global provider of integrated energy management solutions for the utility sector. We’ve been an innovator in metering technology since 1896, shortly after the invention of electricity generation. 125 years later, we continue to lead the industry with solutions that help utilities solve complex challenges in Smart Metering, Grid Edge Intelligence, and Smart Infrastructure.

 

Our company is made up of over 5,000 people across 30 countries, driven by the common mission to help the world manage energy better.  With regional headquarters in Alpharetta, GA and locations across the U.S., we offer excellent benefits, career development opportunities, and a hybrid work environment where employees can work remotely up to two days per week.

 

More information is available at the Landis+Gyr website landisgyr.com

The Customer Advocacy Manager acts as the representative and escalation point of contact for customers when their support case is not being worked by the Customer Experience Support team within the defined SLA’s. The Customer Advocacy Manager will manage multi-customer issues, facilitate cross functional conversations to ensure the organization has an approach to meet all customer needs, drive accountability with the Customer Experience Support team, oversee the execution of the action plan and communicate with external customers. This position is accountable to and will interface directly with the Vice President of Customer Delivery, Delivery Excellence, and Regional Operations.  

 

Expected Travel: Up to 20%

 

Key Responsibilities

  • Responsible for quality and customer satisfaction leadership between the Customer Experience Support team and the Customer Delivery team through assistance with high priority customer escalations to deliver resolutions.    
  • Drive improved customer experience through identification, escalation, communication and resolution of high impact/overdue cases across the Customer Experience Support team.     
  • Drive customer communication planning and execution around key product or quality issues. Establishes correct expectations, enforces relief and resolve through effective communication.    
  • Engage the regional Operations Directors, Sales Managers, TIM Managers, and TMO to prioritize customer issues and clearly communicate issues and objectives to the Customer Experience Support team, ensuring timely and successful resolutions.    
  • Review and identify root cause for all escalations and use survey information to improve customer satisfaction across the organization.      
  • Identify gaps in process, procedures and responses and engage necessary resources to rectify shortcomings through continuous improvement.    
  • Work with Delivery Excellence and Technical Implementation to outline outstanding customer issues and path to resolution, ensuring consistent communication expectations and smooth transitions from the Deployment team to the Customer Experience Support team.
  • Supports and adheres to Company’s core values.
  • Performs other duties or responsibilities as assigned or required.
  • Supports and adheres to Company’s Code of Conduct and Ethics Policy.
  • Represents Company in a positive, professional manner when working with both internal and external customers.


Education and Experience
Required Minimum Level of Education: Bachelor's Degree
Required Minimum Years of Experience: 5+ to 7

 

Desired Education/Experience
Demonstrated experience with escalation management, customer facing support activities
Relevant experience in utility or software industry
Previous experience with project management, including conceptualization, driving alignment, planning resources, managing deadlines and objectives and delivering analysis and recommendations
Experience performing trending and analysis (problem management) to ensure quality delivery of services to our customers
Proven track record of successfully managing customer relationships and technical projects

 

Knowledge, Skills and Abilities

  • Exceptional customer service skills 
  • Excellent work ethic and leadership skills
  • Self-motivated, team-oriented, very responsible and focused on exceeding customer expectations
  • Exceptional organizational, presentation and communication skills, both verbal and written, with the ability to communicate across all teams, and levels of the organization
  • Demonstrated ability to deal with change and excel in high-stress situations
  • Self-managed, responsive and dedicated to client success
  • Ability to thrive in a fast-paced environment and understand complex issues
  • Attention to detail with high level of accuracy
  • Ability to effectively utilize time management skills to coordinate multiple timelines/priorities to ensure timely completion of projects/assignments

 

EOE AA M/F/Vet/Disability VEVRAA Federal Contractor

 

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.

Job Title:  Customer Advocacy Manager

Location: 

Lenexa, KS, US

Requisition ID:  11327
Date Posted:  Jan 11, 2022


Nearest Major Market: Overland Park
Nearest Secondary Market: Kansas City

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