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Job Description:
The Manager, Systems Experience & Support is responsible for ensuring that all firm-wide users of the Growth Technology & Enablement technology stack are fully supported, trained, educated, and informed on the processes, features, and benefits of our systems so they in turn can maximize efficiency in their daily working lives.
This role requires exceptional client service delivery skills, solid communications abilities, and strong training facilitation talents with an ability to relay technically complex concepts to users in an easy to absorb manner. A formidable technical understanding of our entire technology stack including our CRM platform, and the ability to collaborate with key stakeholders, business/geo partners, and internal teams within the firm is required.
The Manager, Systems Experience & Support is responsible for adoption and use of our systems, ensures that the client experience is always considered, and value is maximized. Offering insights per streamlining, simplifying, and automating our processes and systems, this role works with direct reports to overall enhancements of our systems, and for delivering team goals, and team strategy.
This role is responsible for building metrics, tracking, and reporting for the areas of responsibility and management of some technical vendor relationships, plus team member/resource management.
Responsibilities
Technology Stack User Support: Provides support to all firm-wide users of the Growth Technology tech stack with the goal of boosting adoption and daily use of our systems to benefit our users daily working lives.
Management of support related EasyVista ticket requests (except license and password reset requests managed by the Administration Team) and reports, and delegation/follow up with the Sales Support Specialists
Provides user support to all levels of the firm via 1:1 meetings, calls, emails, or team/group user assistance sessions.
Drives all issues to a speedy and comprehensive resolution ensuring client satisfaction is maximized.
Ensures the client experience is always considered on all initiatives.
Responsible for gathering feedback, documenting, and providing enhancement insights to the Growth Technology & Enablement team per streamlining, automating, and simplifying our processes and systems.
Responsible for the growth of adoption and use of our systems and performing ongoing results tracking and reporting.
Responsible for building strong partner relationships with key technical success vendor managers and bringing learnings to the team, backlog, and our users.
Training & Education: Management of all user training and education for our entire technology stack.
Development and management of the new and existing user training curriculums and calendars.
Management of all training sessions via numerous channels such as 1:1, groups, teams, webinars, video, and on-demand.
Management of all training material creation (PPT, video, webinars, other) ensuring materials deliver comprehensive details of the features, functionality, processes, and benefits of our tech systems.
Facilitates training sessions and oversees/manages the other training assistants (such as L&D support).
Management of the Sales Enablement Salesforce persona based educational platform and partner relationship with the Salesforce training advisor.
Leads all 1:1 or team technical observation sessions and reports back findings to the Growth Technology & Enablement team.
Management of all combination technology onboarding training needs which often includes the development of tailored training content.
Scripts and releases educational/training communications, such as tips and tricks via GT Messaging and other available channels (such as Marketing meetings), to boost usage.
Develops and tracks training metrics and takes actions on the insights gained to improve training.
Communications: Responsible for message creation, distribution, and monitoring of all Growth Technology & Enablement communications to our technical users via a variety of channels.
Development and management of the communications plan and calendar.
Creates communication content keeping the client experience, use, adoption, change management, and representation of the Growth Technology & Enablement brand top of mind.
Provides communications in a timely manner so they can be shared with the Marketing Director/Leadership Team for review prior to distribution.
Responsible for all training communications including scripting and distribution.
Ensures all communications adhere to our brand guidelines, compliance, governance, and policies.
Delivers communications that are detailed, easy to absorb, and informative.
Project & Change Management/Management: Supports or manages key projects and support team as needed providing insights per technical and business knowledge, and client insights. Responsible for change management within Growth Technology.
Provides support on team projects and tasks or leads projects associated with support, training, and communications as needed.
Provides insights to team project managers per assessment of new innovative technology or proposed enhancements to existing technology.
Develops and manages the Change Management plan for new innovative technology brought into the tech stack, interconnected systems, or current technology enhancements.
•Manages key Growth Technology & Enablement staff and vendors as assigned, such as L&D assistance or new roles added to this area.
Qualifications
3+ years of experience with Salesforce or another leading CRM platform and 5+ years of marketing/sales business/technology experience
Bachelor's degree in marketing, communications, business, or related field
Strong client service and support skills and a commitment to deliver service excellence and value
Solid interpersonal, written, and verbal communication skills
Strong problem solving, critical thinking, organization, and detailed oriented skills
Skilled in training management and facilitation with a strong ability to relay complex technical concepts in an easy to absorb manner to a variety of technically/non-technically minded users
Strong use of Microsoft Office Suite including excel and robust design skills Excellent work ethic
Strong project management skills and the ability to use time effectively to prioritize
Team leadership experience and ability to manage more than three team members
Ability to work independently with minimal guidance
