Power Utility, Client Advocate - ABB Enterprise Software - Bahrain

Job description
Purpose

The Client Advocate is a powerful tool within Customer Support Department.

The Client Advocate works tightly together with Business Development Managers and the Technical Support Engineers, to manage and set customer’s expectations when requiring support assistance from Global Customer Support, Level 2 Support for the product (Network Manager SCADA/DMS).


Key results areas and accountabilities

Client Advocate responsibilities include:

Maintenance margin for their customer. Review of margin is performed on a quarterly basis together with Finance.
Contribute to the support contract renewal process.
Monitor and produce reports of time and costs charged against their customer.
Together with Technical Support Engineers understand the fundamentals behind support tickets, in order to classify the time as Warranty or Support.
Managing invoicing of support hours and/or additional sales.
Authority to approve or to deny any time charged against the maintenance (MT) codes for their customer / product.
Produce regular (according to contract) ticket/issue reports and hold meetings with the customer to review and prioritize.
During these regular meetings, and in all interactions with customer, work to identify new opportunities.
Coordinate and produce minor tenders (<200ksek analyze="" and="" any="" as="" bid-no-bid="" bids="" by="" changes="" client="" contract="" coordinated="" customers.="" customers="" either="" escalate="" for="" health="" in="" larger="" meetings="" monitor="" of="" offerings.="" offerings="" or="" part="" participate="" produce="" product="" quality.="" report="" rfps="" sales="" script="" standalone="" standard="" support="" their="" to="" type="text/javascript">
google_ad_client = "ca-pub-3546385226171903";
google_ad_slot = "2712755876";
google_ad_width = 970;
google_ad_height = 250;

Desired Skills and Experience
Functional skills, qualifications and experience

3 - 8 years of experience in a similar role in the software/utility/electricity industry
Excellent communication and negotiation skills
Strong relationship building skills – can build trust and deliver excellent service
Technical knowledge: SCADA/DMS in the utility/energy sector
Contract management experience / Good understanding of finance/accounting skills


Organizational behaviors

Every ABB employee is required to proactively support the ABB’s working culture based behaviors. These behaviours are considered mandatory for this role and critical to driving performance and business success.

Integrity – Maintaining high ethical and professional standards
Achievement – Delivering results
Collaboration – Working as one team for ABB
Innovation – Inventing new ways and improving continuously
Inclusiveness – Understanding other perspectives and cultures
External Focus – Focusing on customers

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!