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Customer Experience Analyst, Support Services

Santander, CB, Spain
Job ID: 46954

Description

Do you crave the creativity and freedom of a startup but the stability of a large, established company? Are you seeking the autonomy to take risks, make decisions and drive business success? Do you want to accelerate your career to the next level?  

CloudBlue, a business unit of Ingram Micro, is the only cloud commerce engine with a proven hyper-scale digital platform, and today powers the world’s largest service provider marketplaces, totaling more than 30 million seats globally. CloudBlue is the result of $500 million in investments, including the acquisitions of Odin, Ensim, and four others software companies. Our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud market by building, scaling and monetizing services. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry. 

Ingram Micro is seeking a Customer Experience Analyst, Support Services focused on managing and maintaining the highest standards across all support processes working solely from the Customers Persective. In this role, you’ll be responsible for the management of the Customer Experience provided by Application Support & Technical Account Management teams. CloudBlue Support Services operations is a key enabler of our support services function working daily with our customers. You must be a customer-first thinker, articulate in your written and verbal communication, and a resourceful self-starter ready to make an impact.

Ingram Micro’s mission is to help businesses to fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy. 

Your Role (responsibilities)

  • Owner of the Customer Experience program for support services.
  • Track and analyse key metrics to quantify the customer experience (CSAT, CES etc..)
  • Visualise the customer experience and work backwards to plan and execute CX programs to deliver consistently great experiences.
  • Manage stakeholders across the organisation who are influenceers and contributors to the customer experience (CSAMs, Sales, Product Teams)
  • Project manage changes across the support organisation and with partner teams to encourage customer focused change.
  • Establish and maintain voice of the customer program connecting customers with internal teams to help drive business decisions with real customer insights.
  • Identify improvement opportunities to increase customer stausfaction, loyalty & retention.
  • Create a culture and processes which achieve the business goals and objectives with regards to customer service.
  • Seek, explore and execute ideas for continuous improvement and efficiency.

What You Should Be Able To Deliver

  • Build and grow a a cross functional team focused on QA, Process, Customer Experience and support analytics.
  • Maintain clear work processes for your team.

 

What You Should Bring To The Table

  • Bachelor’s degree or relevant work experience in a related field.
  • 2+ years in a customer experience analyst role
  • 2+ years experience in working in a support organisation.
  • Experience with the CloudBlue Commerce (formerly Odin Automation) platform is a big plus.
  • Experience with working for or with a service provider reselling cloud services is a plus.
  • Experience with design thining and practices in CX design a big plus
  • Strong strategic and customer focus with a clear understanding of the wider issues.
  • Excellent communication and interpersonal skills.
  • Flexibility and emergency availability, ability to lead urgent assignments out of business hours.
  • Time management and ability to deliver on deadlines.
  • Ability to stay calm & focused under pressure.
  • Fluent in English.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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