Chief Customer Experience Strategist

2 days ago

Dublin, Dublin City, Ireland beBeeCustomerSupport Full time €100,000 - €125,000

Role Overview

We are seeking a highly motivated and customer-obsessed Senior Customer Experience Engineer to drive deep engagements with strategic Azure customers.

About the Position

You will work closely with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering to deliver world-class engineering-led support experience to our customers. Your primary focus will be on resolving critical and complex problems, supporting key customer projects on Azure, and being the voice of the customer within Azure.

Key Responsibilities

  • Track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents.
  • Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag trends/patterns of issues in the products or products misuse across customers.
  • Develop and share insights and best practices with customers.
  • Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks).
  • Serve as a connecting point between the product team and customers throughout the engagement lifecycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure.
  • Handle complex escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise.
  • Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items.
  • Act as voice of customers and synthesize product feedback from strategic customers to provide input on business plans developed by the product groups.
  • Closing the feedback loop with the customers on product features.
  • Partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues.

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