Overview

Join ABB and work in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy.
ABB’s Electrification business is a leading provider of a full range of protection, control and measurement solutions – enabling safer and smarter electricity flow from substation to the point of consumption. We deliver products and systems designed to connect, protect and control electrical systems, ensuring prolific reliability and efficiency.

If you are looking for big, global challenges, IS in ABB is the place to come!
ABB’s portfolio includes some of the most advanced power and productivity products and systems in the world. To help us work more efficiently, you need to understand the power and potential of information technology. If you have the energy, discipline and intellectual firepower to succeed, you will find almost limitless opportunities to stretch your thinking, expand your horizons and build your skills as you work with talented people all over the world.

As Sr. Digital Customer Success Manager, you will be a key member of the North America Digital Transformation team managing user support activities and providing guidance for front-end IT applications. You’ll be accountable for developing and delivering user onboarding and training programs for both internal and external customers and assisting with user issues and ensuring system performance and availability.

Note: Atlanta, GA, Cary, NC or Memphis, TN are the preferred work locations; Potential consideration will be given for remote-based/virtual work arrangement

Your responsibilities

  • Development of the overall user onboarding and support program for the deployment of eBusiness solutions within North America, for critical business applications including customer order and quotation e-Business tools (Empower), Salesforce,.com, product selector tool applications, etc.
  • Partner with the eBusiness Product Management team to ensure that user feedback and recorded issues from internal and external customers are tracked and addressed in the ongoing development backlog.
  • Identify and lead programs to improve Customer’s User Experience.
  • Review and analyze user feedback and customer satisfaction data, and evaluate reported issues trends.
  • Develop end user support standard operating procedures.
  • Provide oversight of end user support process.

Your background

  • Bachelor’s degree in Computer Science, Business Information Systems or related is required with a minimum of 10 years of experience as an IT Project Manager, Program Manager, or Agile Product Manager
  • Candidates must already have a work authorization that allows them to work for ABB in United States
  • Must have a minimum of 3 years of experience providing IT application support for external facing applications; Digital Products and eCommerce experience is preferred
  • Must have ability to analyze user feedback data, customer satisfaction input, and metrics including analysis of end user reported issue trends and review and evaluation of user click paths, application system/tool errors and failures,
  • Experience leading customer support activities and working directly with external facing application users
  • Ability to develop a successful user training strategy and deliver end-user training programs
  • Must have direct customer interaction experience
  • Use of salesforce.com or Hybris experience a plus
  • Experience in ITO and OTC business processes a plus
  • Experience in Product Selection, Configuration and Quotation a plus
  • Ability to travel domestically, 15%, Post COVID-19
  • Behavioral Competencies Required:
  • Strong collaboration skills are required to work closely with internal stakeholder organizations, Product Management & Sales and internal digital Applications development teams
  • Very comfortable in a fast-paced work environment
  • Experience leading customer support activities and working directly with external facing application users
  • Ability to develop a successful user training strategy
  • Proven analytical and problem resolution skills with the ability to assess complex issues with limited information
  • Excellent communication skills required with the ability to clearly articulate complex information to IT/Application peers, business teams and external customers
  • Ability to effectively manage multiple tasks simultaneously with an exceptional focus on quality
  • Self-directed, motivated, able to work independently
  • Strong sense of ownership, urgency and drive
  • Committed and flexible team player

More about us

Bring your very own sense of pride and purpose as you help us drive forward the Fourth Industrial Revolution – creating a sustainable future for our planet, and your career. Join ABB and harness the power of our diverse global network, as you collaborate with and learn from our world-class teams. Above all, challenge yourself every day. Let’s write the future, together.

ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace.

All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites:

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As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action Plan of a particular ABB facility between the hours of 9:00 A.M. – 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-.

Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB’s career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1- or by sending an email to . Resumes and applications will not be accepted in this manner.Tracking

To Apply: https://www.jobg8.com/Traffic.aspx?QEUWeZsKYUqiFtBJQs8BVQx