After Sales Engineer

Are you a proactive and analytical professional looking for a new challenge? We are an international creative agency based in Sant Cugat (Barcelona area) that offers integrated marketing and sales services. We are currently looking for an Engineer expert on Computer Science or a related field to work on a project for one of our main clients, the multinational technology company HP (Hewlett-Packard).

This is an excellent opportunity for a candidate with a technical background and business interest to join our team and work in HP's office in Sant Cugat, growing in the area of strategic customer development while helping the R&D team to adapt their technical products to current customer's needs. If you are an Engineer with experience in project management and/or with customer satisfaction, this position might be perfect for you!

In this role, you will coordinate and lead customer success activities for the HP Latex product portfolio, bridging the gap between customers and the internal R&D team, empathising with customer's messages and working with the regional team to correct actions and setup development plans.

RESPONSIBILITIES

In the large format production business, there are currently different methodologies to gather feedback from customers (CSAT buttons, NPS, Smart surveys among others) on the different points of the customer life cycle. You will work on gathering, processing and understanding this feedback and will be responsible to set up the necessary actions to improve satisfaction and correct anything that causes a detractor.

As Customer Success Engineer, your tasks will include, but not be limited to:· Close the loop owner: every time there is a detractor, understand the situation, define the action plan and influence the organization to deploy it. Follow up the case until the customer is a promoter again. · Customer insights driven to current products organization: monthly update of the detractor and dissatisfaction causes so the products on the field can be reengineered or regional process can be updated to avoid detractors to happen anymore · Customer insights for future products: be able to consolidate and extract not only in satisfaction causes, but also customer request and hidden needs to influence under development products.

REQUIREMENTS

University degree or certificate in Computer Science, Telecommunications Engineering or related field· 2 years of experience in project management · Experience with customer interaction and engagement· Familiar with NPS and customer satisfaction methodologies. · Exceptional communication and analytical skills, with ability to understand and manage complex customer situations · Strong attention to detail and problem-solving skills · Fluent English (spoken and written)

If you meet the standards, please don't hesitate to apply and join our team. We will be pleased to know you!