About the position
The role of a customer advocate is to keep the promise and create customer delight by providing exceptional customer experience and leveraging operational excellence.
Role Overview
- Acting as a SPOC (Single Point Of Contact) and focus on customer experience during delivery for Customer Specific Training (CST) and Education Consulting services
- Ensure that we keep the promise, and that the customer receives an unforgettable experience which will result in high customer satisfaction (OES, customer survey)
- Drive Backlog to Revenue conversion to support Business.
Tasks
- Own E2E (End to End) process of delivery of signed orders
- Facilitate intake and scoping conversations with customer and experts to set expectations (promise) and define scope for Commercials.
- Event and Project Management of E2E delivery elements for CST and Education Consulting: (Resourcing), training infrastructure setup, material orders, catering, registrations, course certificates, certifications, training system allocation, resource request, ILP event maintenance and billing.
- Trainer/ Consultant resource administration (requesting resources, cost approvals, SOW, shopping carts)
- Pre-delivery checks, monitor delivery, executing post-delivery activities, follow-up and closing activities
- Trainer /Consultant onboarding and support. Logging support tickets where required.
- Data hygiene in systems for forecasting and billing requirements
- Identify opportunities for process improvement, propose solutions and share and feedback
- Key contacts: Customer, Instructor, Consultant, SME, Sales, Commercials, Resourcing, Customer Service, SSC, GPO, 3rd Parties
Competencies
- In depth knowledge of the Education Portfolio from an operational and financial perspective (preferable)
- Understand E2E processes and interdependencies
- Customer Service focused
- Event Management and Project Management experience
- Excellent communications skills, interpersonal skills, and ability to work collaboratively across the organisation in person/virtually and obtain positive visibility and credibility quickly.
- Conscientious, diligent, eye for detail and ensure accuracy within E2E requirements
- Complaint and Escalation Management
- Excellent business and commercial acumen, with an ability to understand the numerous educational business drivers and KPI’s required to develop into a trusted Customer Advocate
- Self-starter with strong intercultural experience and sensitivity to operate collaboratively and influence key stakeholders in a matrix environment
- Critical problem solver, with hands-on analytical skills
- Ability to thrive in a constantly changing environment
- Fluency in German and English (written and oral)
- Tools experience: MS Office, SAP ILP, ISP, CMS, CRM
Please note only shortlisted candidates will be contacted.
Desired Skills:
- Customer Service
- Project Management
- Communication
