Process Manager - Marketing Services Concierge

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Job Description

.Process Manager, Band 30, Marketing Services Concierge, GBS SABE
Marketing Services Concierge team provides first line of support to marketing users at AXP on 20 + campaign setup & execution products. This is a team of customer service-centric individuals with strong understanding of the marketing processes and ability to troubleshoot user issues on Salesforce.com based platform.

Responsibilities:

Process Manager, Marketing Services Concierge will be responsible for providing advanced support on issues reported by end users, conducting deeper analysis on issues, collaborating with technologies, publishing support metrics, mentoring & leading a team of support analysts. Key Responsibilities include:
 Provide guidance to support analysts on issues raised by marketing users, business processes & related activities
 Provide advanced support to marketing users by conducting deeper analysis on issues and providing solutions/recommendations to eliminate recurrence
 Ensure adherence to support team’s goals on timeliness, quality and knowledge management
 Conduct support ticket analysis to identify the common issues reported by end users
 Collaborate with business and tech partners by proactively engaging on weekly calls
 Conducting end user trainings & take other initiatives to reduce the number of user enquiries
 Provide marketing process & Salesforce.com technical expertise
 Responsible for the performance and quality of service provided by all team members to the end users
 Responsible for collecting feedback from end users & communicating the same to all team members
 Share, leverage & adopt industry best practices & propose new features & technologies to drive efficiencies & business impact.


Qualifications

 Excellent leadership & process management skills proven ability to build a strong self-motivated & customer focused team and drive results
 Ability to effectively resolve people issues affecting individual and team performance
 Effective at collaborating across internal and external partners and building relationships
 Ability to proactively anticipate customer needs and identify their specific requirements.
 Ability to manage multiple tasks effectively, track the progress & initiate action when work is stalling
 Excellent communication skills with ability to shape conversations to ensure ease & clarity of understanding
 Strong understanding of control & compliance processes for user access
 Exceptional analytical skills with the ability to interpret information and draw insights
 Proven ability to raise productivity levels and sustain performance
 Excellent communication and relationship building skills
 2+ years Salesforce.com administration experience with ADM 201 certification is mandatory
 Strong understanding of Salesforce.com security settings, Roles, Profiles, Sharing Rules etc. with hands on experience of working on tools like Eclipse, Apex data loader and other ETL Tools; Agile understanding
 5+ years of experience in a business environment or Platform/Production Support
 2+ years of experience in leading a support team in an SLA driven environment
 4 year degree in Information Technology or similar background, technical background not mandatory
 Strong English Language skills (both written and verbal)


ReqID: 19017426
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 11, 2019, 6:21:25 AM