This role plays a pivotal part in delivering exceptional technical support experiences for premium customers.
Key Responsibilities
- BUILD STRONG RELATIONSHIPS WITH KEY BUSINESS AND TECHNICAL STAKEHOLDERS ACROSS ASSIGNED ACCOUNTS.
- LEAD REGULAR CASE REVIEWS AND PERFORMANCE METRIC DISCUSSIONS.
- PARTICIPATE IN CUSTOMER-FACING MEETINGS, INCLUDING QUARTERLY BUSINESS REVIEWS.
- REPRESENT THE CUSTOMER'S VOICE INTERNALLY TO DRIVE CONTINUOUS IMPROVEMENT.
- MANAGE ESCALATED ISSUES IN COLLABORATION WITH THE ESCALATION MANAGER.
- MONITOR CUSTOMER SATISFACTION THROUGH SURVEYS AND FEEDBACK.
Required Skills & Experience
- Strong organizational and communication skills.
- Ability to work effectively in a globally distributed team across time zones.
- Minimum of 5 years of experience in software technology, ideally in a support capacity.
- Familiarity with cloud-based environments, including SaaS and PaaS.
- Bachelor's degree in an IT-related field or equivalent professional experience.
- Proficiency in English, Spanish and / or French languages.
- Willingness to travel occasionally.
Adecuado Candidate Profile :
This role requires a highly skilled and experienced professional who can effectively manage complex relationships and drive business growth through exceptional customer support.
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📌 Application Support Consultant
🏢 Merck Group
📍 Madrid