Customer Success Lead

Electronic Arts
Hyderabad Andhra Pradesh 500081 India
3 days ago

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Title: Customer Success Lead

Location : Hyderabad, India

Electronic Arts is a global leader in digital interactive entertainment. The Company's game franchises are offered as both packaged goods products and online services delivered through Internet-connected consoles, personal computers, mobile phones and tablets. EA has more than 275 million registered players and operates in 75 countries.

About Game Creation Experience Operations (GCEO)

The Game Creation Experience Operations organization drives the service engine for Game Creation, by overseeing the creation, maintenance and support of all products 24x7. GCEO is fully integrated in a DevOps model where development, vendors, operations and customer service are tightly woven. Subsequently, we have a culture where proactive discovery happens as one team, we report, we iterate, and resolve items together and quickly in agile environment. Ownership of the outcome is critical to our customer experience, GCEO will own items through the entire service life cycle, regardless of which team may be doing the work, to ensure there is always timely status, transparency and quality communication. It is our mission and core value to provide an excellent customer experience, so much so, that our emphasis is not on volumes of ticket or fast ticket or request resolution, but instead how happy our customers are with our service and quality of the interactions with them .

What will you be doing?

We are seeking a passionate indiviual to join our global team of Operations Manager and Subject matter experts who focus on delivering reliable Game Creation Experience (GCE) products & services across EA studios and locations.

The Customer Success Lead (CSL) is accountable for overseeing services for all EA locations and clients to ensure consistent performance of our service. The CSL is responsible for leading technical troubleshooting, driving front line activities for issues, ensuring the uptime and stability of our services, and acting as the first escalation point for all incidents and problems. The CSL is also tightly integrated into the entire development process, profoundly contributing to daily stand ups, task execution and coordination, issue tracking, vendor relations, and quality assurance. A critical function of this role is as GCEO’s service Domain Expert. In this role, the CSL maintains an expert understanding of all systems, applications and integrations for all services. As part of this, they are continuously improving the services through developments activities, risk assessments, new features, and customer feedback. In addition, they are solely responsible for onboarding new team members, and accountable for identifying and maintaining domain succession plans.

DUTIES AND RESPONSIBILITIES:

If you’re interested in this role, you’ll need:

- Proven working experience as a customer success lead, or equivalent experience of alteast 5+ year

- Ability to effectively communicate with senior level stakeholders, including communicating complex technical problems concisely to technical and non-technical audiences

- Ability to work effectively in a fast-paced, high volume, deadline-driven environment

- Ability to use a wide variety of open source technologies and cloud services (experience with AWS & Azure is a must)

- Resourceful, proactive, curious and innovative - identifies issues and implements solutions

- Excellent verbal and written communication, and customer service skills

- Strong analytical and troubleshooting skills

- Highly organized with attention to detail and strong time management skills

- Extremely strong customer service orientation

- Proven attendance with ability to work shifts, after hours and weekends as required

Skills & Qualifications

EA is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

What’s in it for you? Glad you asked!

We love to brag about our great perks like Global fitness program, Sodexo (Food Coupons), Parental Insurance & Medical, Accident & life insurance and since we realize it takes world-class people to make world-class games, we offer competitive compensation packages and a culture that thrives off creativity and individuality. At EA, we live the “work hard/play hard” credo every day

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