Customer Advocate at Micron Technology (Boise, ID)

| Boise, ID
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Our vision is to transform how the world uses information to enrich life for all. Join an inclusive team passionate about one thing: using their expertise in the relentless pursuit of innovation for customers and partners. The solutions we build help make everything from virtual reality experiences to breakthroughs in neural networks possible. We do it all while committing to integrity, sustainability, and giving back to our communities. Because doing so can fuel the very innovation we are pursuing.
As a Customer Advocate at Micron, you will serve as a primary resource to the field sales team, internal stakeholders, external customers and business partners to improve and maintain customer satisfaction in the "Service" category of our Customer Business Review scorecards. You will analyze and interpret feedback provided by our customers and strive to collaborate with the appropriate business process owners to define and secure best practices that improve and impact all our directly managed customers' service experiences. You will be responsible for influencing business processes that help support a best-in-class service experience for our customers when aligned with the Sales strategy and objectives.
  • Partners with Sales Operations service areas (i.e., Reporting, Solutions, Field Sales, Sales Enablement, Field Applications Engineers), and Key functional areas within Micron
  • Represent the Voice of the Customer across Micron teams
  • Works with Business Process Owners to define and implement strategies/standards/procedures for ensuring optimal customer experience
  • Works with Account team to evaluate customer surveys to gather information on opportunities to improve the customer experience.
  • Conduct studies and research to discover new techniques necessary for improving customer experience
  • Helps to ensure closed loop customer communications

Responsibilities and Tasks
Customer Business Review (CBR) Process Ownership for Service Category
  • Work with Account Team-Members to obtain scorecards
  • Work with Account Team-Members to to evaluate customer feedback related to service
  • Engage Business Process Owners to address areas of opportunity within the service category.
  • Prioritize service-related projects/issues guided by the Sales strategy and objectives and the overall impact to Micron's customer base.
  • Advocate as the voice of the customer within governance reviews of feedback
  • Track open issues, ownership, and actions to closure
  • Drive the improvement of service-related processes and systems and implement programs that will have continuing long-term benefits across Micron's directly managed customer base.
  • Provide read-out to executive team including measures being taken to address issues
  • Establish metrics and targets that gauge the overall trend and success of service initiatives, and monitor/report out on performance and achievement
  • Promote service improvements and prepare account team prior to the CBR customer reviews to communicate resolution of issues and/or proactive service improvements to our customers.

Manage Functional Area Service Delivery
  • Influence service-related functional strategies that impact our service targets
  • Provide consultation to account teams on opportunities for improvement in the service category.
  • Facilitate ownership of service issues and help to ensure closure by owners.
  • Assist in the troubleshooting of escalated issues and provide coaching for resolution
  • Perform data gathering, root cause analysis and performance trending in order to develop appropriate process control changes
  • Drive for process optimization and standardization where customer service is directly impacted
  • Where appropriate, participate in customer business reviews where service is evaluated.
  • Help to drive visibility to contract negotiation outstanding issues & priorities amongst scorecard customers.

Provide Organizational Leadership to Build Functional Strategies, Processes, and Policy
  • Monitor performance to plan
  • Maintain domain knowledge to provide subject matter expertise
  • Participate as Governance committee member
  • Seek to broaden voice of the customer input from critical customer segments
  • Actively participate in functional teams and projects impacting customer service initiatives
  • Advise leaders and account team-members on opportunities for improvement or areas of success.
  • Manage conflict and identify escalation paths to build effective relationships with internal and external stakeholders
  • Aid in preparing VOC material for Board of Directors report out and CEO Staff material

Ensure A Safe, Compliant, And Ethical Work Environment
  • Maintain knowledge of and apply company safety, labor, and ethics policies
  • Communicate requirements to applicable team members and external stakeholders
  • Identify and resolve and/or report potential safety, security, and labor issues

Process Ownership
  • Define and document the standard policies, processes, and procedures for your functional areas of responsibility
  • Make data-based judgments and decisions on process and guideline exceptions
  • Advise senior level management on escalations

Education
Required
  • Bachelor's Degree
  • Business Administration/Management (preferred)

Experience
Required
  • 5 years' experience in each of the following:
    • Customer Experience role
    • Sales/Marketing

Qualifications
Have proficient understanding of Microsoft applications.
CRM experience preferred (SalesForce)
About Micron Technology, Inc.
We are an industry leader in innovative memory and storage solutions transforming how the world uses information to enrich life for all. With a relentless focus on our customers, technology leadership, and manufacturing and operational excellence, Micron delivers a rich portfolio of high-performance DRAM, NAND, and NOR memory and storage products through our Micron® and Crucial® brands. Every day, the innovations that our people create fuel the data economy, enabling advances in artificial intelligence and 5G applications that unleash opportunities - from the data center to the intelligent edge and across the client and mobile user experience.
To learn more, please visit micron.com/careers
Micron is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.
Please note that in order to assist in providing a safe and healthy workplace for all Micron team members, new employment offers for jobs based in India, Malaysia, Singapore, and the U.S., are contingent upon the applicant's provision of a copy of their COVID-19 vaccination document to Micron on a confidential basis prior to their scheduled start date confirming that they have completed the COVID-19 vaccination process, subject to any written request for medical or religious accommodation and to the extent permitted by applicable law.
For US Sites Only: To request assistance with the application process and/or for reasonable accommodations, please contact Micron's People Organization at [email protected] or 1-800-336-8918
Micron Prohibits the use of child labor and complies with all applicable laws, rules, regulations, and other international and industry labor standards.
Micron does not charge candidates any recruitment fees or unlawfully collect any other payment from candidates as consideration for their employment with Micron.
More Information on Micron Technology
Micron Technology operates in the Hardware industry. The company is located in Boise, ID, Manassas, VA, Longmont, CO, Folsom, CA and Milpitas, CA. Micron Technology was founded in 1978. It has 24383 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 387 open jobs at Micron Technology, click here.
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