от компании (организации): EF English First в городе (населённом пункте): Москва, Россия
в отрасли экономики "Наука, образование" → "Информатика, информационные системы"
с заработной платой: по договоренности
Вакансия № 20750335 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Воскресенье, 18 августа 2024 года.
Дата обновления вакансии № 20750335 на сайте Работа в Москве и Московской области (МО, Подмосковье): Воскресенье, 22 сентября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 20750335 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
1–3 года
Тип занятости:
полная занятость
График работы:
полный день
Дополнительные сведения о вакансии: Systems Product and Customer Support Manager
EF English First (schools Kids and Teens students) is opening the vacancy of a Systems Product and Customer Support Manager.
You will be a key person to deliver help and high level of service to our customers and colleagues, lead and implement global initiatives on Russian market, and bring customer support to a new level and introduce necessary improvements.
You are an ideal candidate if you
- have experience in CRM systems support
- have experience in team management
- are result-driven
- like to take analytical approach by paying extraordinary attention to details
- like communicating with people
- have worked and want to work in a multinational environment
Role Description
As a Product and Customer Support manager you will be responsible for all levels of CRM support - system/product administrative routines (70-80% of work time), first level cases support submitted by staff, case solution delivery in a timely manner, escalation to higher level including Global developers team. You will share your knowledge and expertise through user trainings face-to-face and online.
You are also a key person for new product/system launches, updates and improvements based on business process demands.
Main Responsibilities
- Team management of CRM specialists;
- Do system/product day-to-day administration work, including user account management, data set up, configurations, campaigns, pricing, finance part, reports and dashboards and any other customization;
- Troubleshoot escalated issues and tickets according to the targets;
- Develop and drive support improvements plans, create and maintain workflows, approval processes, and validation rules;
- Support the continuous development of CRM system;
- Test staging/live system as advanced user;
- Ensure that all changes meet specific release criteria for quality and reliance;
- Provide regular status and updates to CRM team, and present results to senior management on a regular basis;
- Work together with Global Implementation and Support team to support new product/system launch and existing product/system enhancements implementation;
- Translate and edit user manuals, FAQs and training materials, and offer trainings to school staff on the products and updates;
- Develop supplementary materials, such as templates or short videos for information distribution;
- Prepare stats and progress reports on projects;
- Provide trainings on CRM usage to new and existing users;
- Close communication with sales and academic team.
Experience, Qualifications and Skills
- Bachelor degree with more than 3 years of similar working experience in international companies
- Understanding the purpose and advantages of CRM systems usage
- Excellent trouble shooting and problem-solving skills
- Good analytical skills
- Attention to details
- Strong interpersonal skills and team spirit
- Good oral and written English (B2)
- Familiar with product development process
- CRM system admin experience (especially Salesforce) will be a plus
Откликнуться на эту вакансию: Systems Product and Customer Support Manager
Предыдущая вакансия:
Вакансия № 20750329 на должность QA инженер (автоматизация/python) от компании ПАО «МТС», IT в городе (населенном пункте) Москва