Senior Manager, Solutions & Support
5 days ago
This role is accountable for timely, high-quality service delivery of customer-facing and internal self service capabilities, internal training and development, reporting, automation, & data analytics. These capabilities will provide the system and solutions for an effective and efficient Client Experience & Success department (CX+CS). This Senior Manager will oversee a geographically distributed team of 4 to 5 individuals and is responsible for two distinct functional areas:
Functional area one: Knowledge base content creation and delivery (internal and external) with a focus on self service capability, development of training material and facilitation of training using various delivery methods, management and creation of internal procedural documentation in relation to all support activities, and administration of support content.
Functional area two: Development and ongoing management of internal reporting, dashboards, and ad-hoc data analytics in support of the CX + CS organization by leveraging distributed data from multiple internal data sources with a focus on automated creation and distribution.