• Post-production support, including OGS (Tier 1/2), Infra, Operations Support, training, deployment and testing, UAT (responsibility and scope may vary from project to project and may not apply in an MS deal)
• Ensures high internal collaboration
• Challenges Service partner on customization requests (CR) estimates and drives for improved efficiency and EBIT
• Manages critical production problems including those significantly impacting operations or external customer experience to full resolution
• Assumes end to end responsibility for product/solution once installed, as per contract.
• Establishes communication and governance channels with the customer to address opportunities and issues in a timely and proactive manner.
• Works with the customer to set expectations for implementation and delivery.
• Meets and exceeds customer expectations by managing smooth implementation and excellent delivery experience (measured by Customer Satisfaction (CSAT) survey, and Exceeding Customer Expectation (ECE) measurements).
• Accountable for resolving day-to-day implementation and close collaboration with CSU on operation issues.
• Drives the value validation process (evaluation of the value of the product / project sold after and sometimes during implementation whether it is the same value as expected during the sales process).

Skills: Post-Production Support, Internal Collaboration, Efficiency Optimization, Critical Problem Management, End-to-End Product Responsibility, Customer Communication, Expectation Management, Value Validation

• Plans / maintains the estimates and resource plan for the onsite, customer-side project aspects.
• Manages the business plan to ensure budget and margins are controlled.
• Strives to improve EBIT by increasing efficiency, aligned with the CBE EBIT improvement plans.
• Manage directly the contractors and working relations with them for additional needs as may arise and recommend/screen candidates
• Identifies customer needs and challenges.
• Translates customer needs into business opportunities.
• Represents the customer in the solution design.
• Socializes with key stakeholders on the customer side.
• Supporting reference site visits.
• Meets specific EBIT targets (focus) and growth opportunity identification aligned with the CBE and SP.
• Proactively provides input for future product versions, engaging the relevant Product Manager.
• Hunt, identify and qualify leads for Crayon cloud products and solutions

Skills: Project Resource Planning, Budget Management, Efficiency Improvement, Contractor Management, Customer Needs Identification, Opportunity Development, Stakeholder Engagement, Lead Generation

• Quickly build and then maintain ongoing relationships with decision-makers, through a combination of virtual meetings, remote customer service, and onsite visits 
• Work with the sales and editorial teams to own the set up and implementation of large, multi-stakeholder deals from the point of sale through renewals
• Deliver unparalleled customer service customers must love working with as much as love using products. 
• Be the voice of customers back to the company, helping learn from the feedback and experiences have to make informed business decisions about product and process
• Facilitate execution of targets set by management 
• Identify risks that could negatively impact customers or students before happen and come up with a plan to mitigate them 
• Owner of ensuring the issue is not only resolved by leveraging whoever need to and keeping lines of communication open to the customer, but that repair any damage to the relationship with the customer for both the short and the long term
• Make sure the data collected on the customer pipeline is always impeccable and up-to-date
• Lead program activities such as customer interviews, case study creation, video scripting and execution
• Work with agencies and internal resources to build customer deliverables (case studies, peer review papers, etc) and amplify stories/commentary on social media

Skills: Relationship Management, Project Implementation, Customer Service Excellence, Feedback Integration, Risk Management, Issue Resolution, Data Accuracy, Content Development

• Strategize and execute customer engagement programs aimed at supporting established overall company marketing goals and business priorities
• Collaborate and plan effective and consistent communication of the company brand and leverage resources across managed activities.
• Help plan, track, and report per a global customer engagement plan
• Analyzes results and reports successes or suggests opportunities for improvement.
• Proactively engages with sales and marketing teams to coordinate, communicate and optimize the impact of customer reference activities.
• Educates and engages internal company teams to encourage and enhance customer reference support.
• Liaise with Solutions team to build outlines and material for customer-facing presentations
• Work with various creatives to ensure content and design needs are incorporated
• Occasionally step into the spotlight to prepare videos and communications
• Actively observe presenters and share best practices, scripts, and talking points for SBM’s designated solutions representatives
• Coach tenured operations and sales professionals on the most effective presentation and public speaking tactics

Skills: Strategic Program Execution, Brand Communication, Engagement Planning, Performance Analysis, Cross-Functional Collaboration, Educational Outreach, Presentation Development, Coaching and Mentoring

• Overall responsibility for stakeholder management and on-boarding of all new clinical teams, this involves ensuring the product is adapted to each site and working practices, and successfully activating usage from day one
• Chair initial ‘kick-off’ meetings with senior management, clinicians, Nursing Directors and Heads of Communications to gain a clear insight into the site and clinical use cases, allowing to design bespoke engagement and training plans. 
• Ensuring that the implementation of the product is fit for purpose for each individual customer
• Hold regular ongoing meetings with senior management team members and end users to gain a full understanding of protocols and procedures, providing associated guidance and ensuring the system and training are compliant with both and remains effective throughout
• As a lead within the Customer Success Team, ambassador for the company and product at all times, ensuring a consistent first-class service is provided by team
• Responsible for all on-boarding and ongoing support of Digital Care Assistant. 
• Visiting customer sites providing hands on demonstrations and also troubleshooting and supporting remotely
• Work closely with the end users to overcome any reservations or doubts, engaging with the users to help them fully understand the benefits and how this product compliments role. 
• Own and design the engagement and training documentation and resources, ensuring are available digitally and in hard format
• Ongoing reviews to ensure that the customers are utilising the technology to its full potential, identify opportunities and provide ongoing training for any software or hardware upgrades
• Manage a team of Customer Engagement Advisors to ensure all deadlines are met and all training designed and provided is effective and efficient

Skills: Stakeholder Management, Strategic Planning, Customized Training Design, Compliance Assurance, Ambassadorial Representation, On-site and Remote Support, User Engagement, Team Leadership

• Experience within the software industry with a focus on customer engagement and operational support
• Self-starter with excellent organizational skills 
• Ability to work independently, remain focused and execute work with minimal supervision
• Able to multi-task effectively and easily understand company priorities.
• Strong analytical and project management skills 
• Must have good judgement, problem solving skills and maintain the highest levels of confidentiality and integrity
• Must be comfortable operating in a fast-paced environment and willing to wear many hats
• Ability to keep deadlines straight and prioritize work accordingly.
• Ability to not just handle “today”, but critical intuitive ability to anticipate future needs and act proactively
• Advanced- level expertise with the full MS Office Suite, demonstrated ability to produce executive level documents in PowerPoint, Excel and Word
• High level of interpersonal skills, high energy and positive attitude
• Ability to work with all levels of employees, customers and contractors and able to handle sensitive and confidential situations in a professional manner.
• Experience working with the public sector

Qualifications: BA in Public Relations with 3 years of Experience

• Competencies in Google Docs, MS Office, MS Project, bug tracking, wiki, Smartsheets, and other related project management and standard communications tools
• PMP Certification (PMI) 
• Experience with financial services 
• Background and experience in Automotive
• Team player with excellent work habits and interpersonal skills
• Excellent written and verbal communication skills
• Demonstrated ability to work with and support cross-functionality project teams
• Ability to manage a fast-paced workload independently and add value to multiple projects simultaneously
• Ability to understand and document project requirements and dependencies
• Self-starter who desires to show ownership and commitment to the job and who can work effectively across departments and Cox Automotive entities
• Experience with a multitude of software development methodologies

Qualifications: BA in Communications with 5 years of Experience

• Deep knowledge of and proven experience in multi-channel & digital marketing and related operational and analytical expertise
• Experience operationalizing Email Marketing, Direct Mail, Data Entry, Telemarketing (inbound and outbound), and Digital Marketing programs and capabilities
• Deep knowledge Marketing Automation best practices and technology 
• Proven experience using Marketing Automation platforms such as Salesforce Marketing Cloud and Marketo
• Familiar with Google advertising products such as Google Ads, Campaign Manager, and Display and Video 360
• Experience with HTML/CSS, AmpScript, JavaScript/jQuery
• Experience with data segmentation using automation journeys, SQL, data filters, and/or AI decision engines
• Experience with data onboarding and data integrations using Marketing Automation platforms
• Excellent email marketing and campaign experience
• Knowledge and proven experience with CRM data integrations, lead generation, customer master
• Demonstrated strong and successful operational and technical experiences in the area of multi-channel and digital marketing
• Strong communication and influencing skills to the ability to communicate (verbal and written) technical and non-technical information clearly to a diverse audience and gain impact with senior-level decision-makers

Qualifications: BA in Business Administration with 6 years of Experience

• Experience preferably in the pharmaceutical, biotech, or high-tech industries
• Hands-on experience with operational Marketing Automation, digital marketing, and campaign management
• Must be able to multi-task in a fast-paced environment
• Deep understanding of the secondary data sources commonly used in the pharmaceutical industry (i.e. script level, patient longitudinal, promotional, chart audits, etc.) including the caveats and appropriate uses of each source
• Experience in pharmaceutical, life science, or medical device industry, or digital media agency
• Software development methodologies, specifically SDLC or ITIL
• Experience with AI decision-based customer journeys
• Experience with social listening
• Experience with Data Management Platforms (DMP) for large scale prospects data
• High level of intellectual curiosity, self-motivated to solve difficult issues, continually seeking ways to improve
• Proficient in Microsoft Excel and PowerPoint
• Demonstrated analytical skills - ability to understand, translate, and integrate data into actionable insights to drive decision-making

Qualifications: BA in Marketing with 7 years of Experience

• Experience in business management, global project, or operations management
• Experience in project management with a track record of success in high-performing teams
• Experience in planning, organizing, and managing projects with meticulous attention to detail.
• The high degree of collaboration and adaptability to a range of styles to develop shared points of view.
• Demonstrated excellent judgment, ability to consider an issue from multiple perspectives, and synthesizing insights.
• Recognize trends and identify systematic approaches to solving problems in a fast-paced, constantly changing environment.
• Exceptional verbal, and written communication skills, ability to synthesize and explain complex concepts. 
• Strong command of grammar and the English language
• Proven ability to respectfully influence, motivate, negotiate, collaborate and partner with multiple stakeholders across all levels of authority and leadership.
• Proficiency with SharePoint, OneNote, Excel, PowerPoint, analytics tools (PowerBI, etc.) and communication technologies to facilitate planning, collaboration, and project management.
• Efficient, strategic problem solver who is comfortable working independently, thinking holistically about key issues, and helping influence positive outcomes.
• Agile learner with executive maturity and discretion.

Qualifications: BA in Advertising with 5 years of Experience