Customer Experience Champion

  • Company: EMC is now part of Dell Technologies
  • Posted: January 05, 2017
  • Reference ID: 173706BR
**Job Description:** GENERAL SUMMARY Lead and drive cross-functional activity to continuously improve and advance the quality of Isilon’s products, the capabilities and execution of our customer-facing post-sales service/support functions, and the successful experience of our customers and partners throughout the product lifecycle. Function as the leading advocate and transformational force for customer experience within the business unit. Engage with all functions within and outside of the BU who either directly or indirectly impact product quality and customer experience. Pursue regular engagement with customers and partners to gain first-hand experiences and feedback on our quality and post-sales execution. Gain data-driven subject matter expertise in all dimensions of customer experience. Establish, maintain and inculcate into the business a data and KPI-based view of customer experience, leveraging and developing multiple data sources to gain insight into areas for improvement. Lead the adoption of proven and best practices related to customer experience. Drive programs to improve product quality and customer experience, tracking related data and metrics to gauge progress. PRINCIPAL DUTIES AND RESPONSIBILITIES + Identify, plan and lead cross-functional project-based and on-going activity both within and outside of the business unit across a variety of stakeholder organizations. + Build and foster collaborative relationships across organizational lines. + Participate and contribute as a key member of the executive team of the business unit in staff meetings, weekly product and strategy forums, engineering program reviews, key product development lifecycle reviews, etc. + Engage with customers and partners around the world, systematically capturing their feedback and experiences, and coalescing these into actionable plans for improvement and consistent repeatability. + Research and identify best practices and methods from other Dell EMC business units and the industry, identifying those which have the greatest opportunity for impact in Isilon, and driving their adoption. + Build a network of exec- and operational-level contacts across the company in partnering roles that influence, support and contribute towards Isilon’s customer experience. + Ensure the accuracy and integrity of data and reporting. + Communicate and present findings, plans, status and outcomes at operational and executive levels within the company. + Invest time developing an expert level understanding of customer experience, the factors affecting it, and the data and analytics to track it from individual customers through regional-, geo- and global-level perspectives. SKILLS + Ability to work cross-functionally, influencing others to achieve results. + Ability to develop plans and execute them to successful outcomes. + Technical understanding at the user/admin level of an Isilon cluster and its administration. + Operational understanding of all phases of GS/CS/PS processes and practices. + Ability to prioritize projects and/or deliverables. + Ability to work and communicate effectively with senior and exec management. + Attention to detail and a data-driven approach to all phases of the role. + Ability to self-initiate and self-manage complex cross-functional project activity. + Develops and possesses operational command of the business. **EMC Values:** When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages. **Critical Hiring Criteria:** **Functional Area(s):** Engineering - Other **Business:** Storage **Business Unit:** 205 - ISILON **Location:** US - Washington - Seattle **AutoReqId:** 173706BR

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