You know the moment. It’s the first notes of that song you love, the intro to your favorite movie, or simply the sound of someone you love saying “hello.” It’s in these moments that sound matters most. 

At Bose, we believe sound is the most powerful force on earth. We’ve dedicated ourselves to improving it for nearly 60 years. And we’re passionate down to our bones about making whatever you’re listening to a little more magical. 

The Information Technology team at Bose exists to deliver valuable and reliable business and technology solutions with an innovative, engaged, and collaborative team focused on contributing to our corporate vision.

Job Description

• Build and maintain strong, long-term relationships with key customers, understanding their business needs, goals, and challenges. 

• Serve as the primary point of contact for escalated customer issues, ensuring timely and effective resolution. 

• Proactively engage with customers to provide insights, recommendations, and solutions that enhance their experience and success with the company's products or services. 

• Advocate on behalf of customers to internal teams, ensuring that customer feedback is heard and acted upon. 

• Coordinate with product engineering, R&D, marketing, human resources and operations teams to resolve complex customer issues and improve overall service quality. 

• Track and manage customer issues to ensure they are addressed within agreed-upon service levels. 

• Identify opportunities to enhance customer satisfaction through proactive outreach, education, and engagement. 

• Analyze customer data to identify trends, potential issues, and opportunities for improvement. 

• Work closely with IT to support communicating the services we offer for our customers. 

• Lead by example in delivering outstanding customer service and demonstrating a deep commitment to customer success. 

• Contribute to the development and implementation of best practices, training programs, and resources for the customer advocacy team. 

• Collaborate with internal teams to identify and implement process improvements that enhance the customer experience. 

• Participate in the development and refinement of customer support and success tools, systems, and workflows. 

• Provide feedback to product teams to help shape IT services and roadmap based on customer needs and experiences. 

• Education: 

• Bachelor's degree in Business, Communications, or a related field. Equivalent experience may be considered. 

• Experience: 

• 3+ years of experience in customer advocacy, customer success, or a related role, with a proven track record of managing and resolving customer issues. 

• Experience working with enterprise customers is highly desirable. 

• Strong understanding of customer success metrics, tools, and best practices. 

• Skills: 

• Exceptional communication and interpersonal skills, with the ability to build rapport and trust with customers and internal teams. 

• Strong problem-solving skills and the ability to think critically and strategically. 

• Proficiency