Client Engagement Specialist

Itron is a global technology company. We build solutions that help utilities measure, manage and analyze energy and water. Our broad product portfolio includes electricity, gas, water and thermal energy measurement and control technology; communications systems; software; and professional services. With thousands of employees supporting nearly 8,000 utilities in more than 100 countries, Itron empowers utilities to responsibly and efficiently manage energy and water resources.

Itron’s Budapest Center of Excellence aims to be a leading center for innovative software and services solutions that enable utilities and cities to manage energy and water more resourcefully. With access to highly skilled software engineers in Budapest, the center will focus on software and services development to support smart cities and smart grid deployments globally. The focus areas for Software & Services team in the Centre of Excellence would be Software as a Service (SaaS) and Outcomes as a Service (OaaS) also known as Managed Services or Managed Outcomes.

Itron’s Budapest Center of Excellence has received the prestigious award of the Investor of the Year in the “R&D Investment“ Category in 2017 due to the job creation, business expansion and R&D investment in Hungarian market.

Client Engagement Specialist (CES)

We are seeking a self-driven, customer focused professional who has excellent skills in establishing and maintaining positive relationships with business customers. This role is within the Global Managed Services group and is reporting to the Sr. PMO Manager, who is based in the US.

The Client Engagement Specialist is responsible for managing critical aspects of the relationship with a defined set of customers, mainly in the North American region and in Europe. The CES is the POC for the customers and is constantly liaising between Itron’s project delivery teams and the entire support organization to facilitate Service Request resolutions, to look for new revenue opportunities and to provide a positive Itron experience.

Duties & Responsibilities include:

Retention

• Ensure timely and accurate service request management for the assigned strategic accounts through facilitating the process of service request review, solution design and implementation.  
• Interact extensively with Sales, Systems Engineering, Product Development and other members of cross-functional teams.
• Utilize project management skills to effectively define and prioritize deliverables and to facilitate collaboration between different parts of the organization.
• Monitor schedules, deliverables and budgets.
• First point of contact for customer escalations.
• Proactively provide monthly report to manager about customer account status highlighting risks and improvement proposals.
• Customer KPI reporting.
• Responsible for ensuring appropriate levels of customer training and product utilization.
• May work at client site from time to time.  

Customer and Product Knowledge

• Through understanding of the assigned customer’s business/industry, their current and developing needs.
• Deep knowledge about Itron’s hosting, cloud services and how customers derive value from using them.

Business Development

• Understand the Sales lifecycle and identify opportunities for increased revenue within the set of accounts (up-selling and possibly cross-selling) and work with other members of the sales team to follow through on such opportunities.

 Preferred Skills & Experience

• This position requires minimum 3 years of project management or service deliver experience preferably in the IT-Telecommunication sector.
• Bachelor or Master’s degree in related field or equivalent experience.
• Self-driven, independent person with excellent interpersonal and negotiation skills.
• Exceptional verbal and written communication skills.
• Proven ability to multi-task and adhere to tight deadlines in a fast-paced, collaborative environment.
• Excellent project management and organizational skills with a keen attention to detail
• Good understanding of hosting and cloud services is an advantage.
• Professional English.

This position is based in Budapest and requires up to 10% travel. As a set of customers are based in North America the core working hours are between 3 PM and 10 PM CET. Working from home office is possible.

If you are interested to be part of this journey in the coming years and the description is about You, please send your CV to the eszter.miklos@itron.com.