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Mission Statement:

Commercially, the Customer Advocate (CA) is responsible for generating repeat and additional Service business from existing customers, as well as new qualified leads (upgrades, etc.) for the Sales Team to pursue in full coordination with the CA. Operationally, this position encompasses the administration of customer service contracts, the development and implementation of proactive support programs responsive to customer requirements, and the coordination of investigations of system problems and support requests in order to exceed customer satisfaction and success.

Customer Focus:

Each CA is assigned a list of customer service accounts.  This list will generally remain static so that the CA can build a long-term trusting partnership with their respective customers. The CA needs to understand the customer’s business and should have frequent engagements with the customer, know what is happening at the customer and any challenges they are having, understand their future planning budget cycles, upgrade/replacement plans, and what they should be doing with our products. This person knows HOW the customer is using the system and what the surrounding system environment is.

Responsibilities:

Primary Point of Contact

For customers that have an active Maintenance and Support contract the CA is the primary point of contact and is responsible for overall picture of the customer from an operational and business development level.  All issues for the customer should be coordinated by the CA.  This includes technical support issues, contract management and service quotations.

Address and Track Customer Issues

The CA must initially address all customer reported issues for their assigned customers.  Every attempt should be made by the CA to address the issues at their level. If the CA is unable to resolve the issue then the issue can be assigned to other technical staff for diagnosis or correction.

It is the CA’s responsibility to make sure issues are being addressed in a professional and efficient manner, and escalating any issues that are not being addressed satisfactorily by HE staff. 

Customer Knowledge

The CA is the primary source of information about their customers.  Their knowledge should include but is not limited to the following:

• Customers’ pain points, challenges, future operational & investment plans
• System’s lifecycle, upgrade/replacement plans
• Complete understanding of all active customer contracts

Technical Knowledge

The CA needs to have technical knowledge on customer systems, so can understand customer issues and resolve with the support of technical support team. Their knowledge may include the following:

• Have knowledge of electric power system control and monitoring (SCADA, EMS, ADMS) preferably from system integration project delivery
• Knowledge on Energy/Utilities segment
• Knowledge on mission-critical hardware and software infrastructure (servers, networking, VMWare, databases, Linux/Windows)

Project Management

The CA will function as the Project Manager for Maintenance and Support contract and upgrades/extensions of customer systems. The CA is also responsible for case management in the global HE case management tool. This includes opening issues & defects to be worked, monitoring and reporting progress to the customer.

Your Background:

• Bachelor of Science degree in Electrical Engineering, Computer Science or a related discipline.
• Project Management knowledge is desirable.
• Experience working with customer service, sales, engineering and/or project management experience with a proven track record.
• Advanced in English, Spanish speaking is a plus
• Strong communication skills to influence organization and negotiate with customers.
• Strong planning and organizational skills.
• Ability to translate corporate and business unit goals and objectives into realistic marketing and sales plans for installed based.
• Ability to manage, influence and motivate project team members to achieve project objectives.
• Able to function in a fast-paced environment with tight deadlines.
• Excellent analytical, decision-making, and creative problem-solving skills.
• Must be able to travel both domestically and internationally.

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