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The role of a customer advocate is to keep the promise and create customer delight by providing exceptional customer experience and leveraging operational excellence. Role Overview Acting as a SPOC (Single Point Of Contact) and focus on customer experience during delivery for Customer Specific Training (CST) and Education Consulting services Ensure that we keep the promise, and that the customer receives an unforgettable experience which will result in high customer satisfaction (OES, customer survey) Drive Backlog to Revenue conversion to support Business. Tasks Own E2E (End to End) process of delivery of signed orders Facilitate intake and scoping conversations with customer and experts to set expectations (promise) and define scope for Commercials. Event and Project Management of E2E delivery elements for CST and Education Consulting: (Resourcing), training infrastructure setup, material orders, catering, registrations, course certificates, certifications, training system allocation, resource request, ILP event maintenance and billing. Trainer/ Consultant resource administration (requesting resources, cost approvals, SOW, shopping carts) Pre-delivery checks, monitor delivery, executing post-delivery activities, follow-up and closing activities Trainer /Consultant onboarding and support. Logging support tickets where required. Data hygiene in systems for forecasting and billing requirements Identify opportunities for process improvement, propose solutions and share and feedback Key contacts: Customer, Instructor, Consultant, SME, Sales, Commercials, Resourcing, Customer Service, SSC, GPO, 3rd Parties Competencies In depth knowledge of the Education Portfolio from an operational and financial perspective (preferable) Understand E2E processes and interdependencies Customer Service focused Event Management and Project Management experience Excellent communications skills, interpersonal skills, and ability to work collaboratively across the organisation in person/virtually and obtain positive visibility and credibility quickly. Conscientious, diligent, eye for detail and ensure accuracy within E2E requirements Complaint and Escalation Management Excellent business and commercial acumen, with an ability to understand the numerous educational business drivers and KPI's required to develop into a trusted Customer Advocate Self-starter with strong intercultural experience and sensitivity to operate collaboratively and influence key stakeholders in a matrix environment Critical problem solver, with hands-on analytical skills Ability to thrive in a constantly changing environment Fluency in German and English (written and oral) Tools experience: MS Office, SAP ILP, ISP, CMS, CRM Please note only shortlisted candidates will be contacted. Desired Skills: Customer Service Project Management Communication Apply Now

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Jobs in Go!