Customer Success Manager

Electronic Arts
Bucharest Bucharest Romania
6 days ago

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Customer Success Manager

We are EA!

And we make games – how cool is that? In fact, we entertain millions of people across the globe with the most amazing and immersive interactive software in the industry. But making games is hard work. That’s why we employ the most creative, passionate people in the industry.

About Game Creation Services (GCES)

The Game Creation Experience Service organization drives the service engine for Game Creation, by overseeing the creation, maintenance and support of all products 24x7. GCES 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, GCES 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.

Main Purpose of the Role

The Customer Success Manager (CSM) will be a highly skilled global manager with an opportunity to managing a products entire service and support; including application, infrastructure, cloud based / SaaS infrastructure technologies within an Agile environment. The role provides the opportunity to work in a growing, complex enterprise scale environment, where the team makes valuable and genuine contribution towards EA’s growth, innovation and vision. They will lead our service and support organizations in lock step with our product and development strategy. The Customer Success Manager will be responsible for maturing & further integrating our service capabilities into the product model. In addition, core focus areas will be:

Key Duties and Responsibilities

Requirements:

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