Headquartered in Ridgefield Park, N. J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the l... more details
Position Summary
Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.
People | Excellence | Change | Integrity | Co-prosperity
We are currently seeking a Senior Customer Retention Strategist to join our dynamic team in Ridgefield Park, NJ. The Senior Customer Retention Strategist will be responsible for customer retention strategy and oversight for Visual Experience Transformation (VXT), Samsung’s content management software solution. This person will be accountable for churn rates and tasked with maximizing the customer experience through process optimization, support resource performance management, and product roadmap influence. The role is accountable for the VXT support experience of ALL customers, from SMB to large enterprise, and will be required to operate nuanced support management processes accordingly.
Role and Responsibilities
Essential Duties:
- Identify causes of dissatisfaction in software support operation and implement improvement plans.
- Define key customer retention and support performance metrics, then build a plan for weekly monitoring. Manage accountability mechanisms with parties delivering support, including but not limited to Network Operations Center (NOC), Product Operations in HQ, and Customer Service.
- Create and manage differentiated customer satisfaction strategies for various market segments. Ensure key customers are well supported by their designated account representatives.
- As the business stakeholder for customer escalations, engage directly with key customers on occasion to deescalate and collect VOC.
- Develop a deep understanding of the user experience and influence product development and product management leadership to prioritize needed features.
- Build and manage a data collection plan to improve advance customer satisfaction risk sensing.
Skills and Qualifications
Necessary Skills / Attributes:
- Process-oriented and data-driven
- Leadership and collaboration skills to drive performance laterally within the organization
- Knowledge of call center management and performance metrics
- Experience working in cloud software product support
- Supreme soft skills and ability to deescalate
- Strong utilization of MS Excel and Visio
- SLA Improvement
- UX Experience
- Program Management
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Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.