Customer Experience Manager

Responsibilities:

• Contribute to the creation of the EIC Customer Success team in relations with EIC experts and other Orange entities that are instrumental to the project (IB, ES DGC, sales experts, OBS Business Units, Orange Consulting)
• Become the Trusted Advisor of customers, build customer loyalty after-sales and be the reference point of contact with the client for follow-up
• Contribution to additional sales on the installed EIC base via commercial proposals on the extension of licenses, support, maintenance, new modules, major evolution, cloud transition, contract renewal; all this in cooperation with the sales teams.
• Plan and pilot customer workshop sessions, leveraging the usage analytics and sales / consulting knowledge to create value, loyalty, prepare renewal and upsell.
• Identify customer pains and issues regarding EIC solution and work with internal stakeholders and partners towards improvement.
• Promote value proposition to the global Orange Business Services sales teams to fuel the project pipeline: share success stories, support EIC Sales specialists to identify customer opportunities