Regional Internal Customer Success Expert

Regional Internal Customer Success Manager

On-Site Wilmington, DE or Remote U.S.

Position Overview:

We are seeking a seasoned Customer Success Manager to champion the end-user experience across our Enterprise Technology (ET) services. This is a regional individual contributor role that will align to our global experience group and is pivotal in ensuring that our internal customers derive maximum value from our technology offerings. The ideal candidate will act as the voice of the customer, advocating for their needs by escalating, collaborating, and advising internal service lines ensuring that our services align with their expectations.

Key Responsibilities:

• Quality Monitoring: Continuously monitor the quality of ET services delivered to end-users, ensuring they meet established standards and identifying areas for improvement.
• Experience Advocacy: Serve as an advocate for exceptional user experiences, collaborating with ET teams to implement enhancements based on user feedback.
• Cross-Functional Collaboration: Work closely with various Business Units to integrate customer insights into ET strategies and solutions.
• Training & Support: Develop and deliver training programs for end-users, facilitating smooth adoption of new technologies and processes.
• Documentation: Create comprehensive training materials, process flow diagrams, and other documentation to support user understanding and engagement.
• Tool Utilization: Leverage Service Management tools, such as ServiceNow, to track service delivery and user feedback.
• Communication: Maintain clear and effective communication with users and internal teams through various channels, including presentations, infographics, and videos.
• Feedback Integration: Gather and analyze user feedback to inform continuous improvement initiatives within ET services.

Required Qualifications:

• Experience: Minimum of 5 years in end-user training support functions, particularly in the context of new technology initiatives.
• Service Management Tools: Proficiency in tools like ServiceNow for tracking and managing service delivery.
• Communication Skills: Exceptional verbal and written communication abilities, with a knack for creating engaging presentations and documentation.
• Problem-Solving: Strong analytical skills with a proactive approach to identifying and resolving issues.
• Technical Writing: Proven ability to create clear, concise, and user-friendly technical documentation, translating complex concepts into accessible content for diverse audiences.

Preferred Qualifications:

• Documentation Tools: Experience with tools such as Camtasia, Adobe Creative Cloud, or other graphic design programs.
• Training Delivery: Proven ability to conduct both in-person and online training or onboarding sessions.
• Project Management: Familiarity with project management principles and practices.
• Autonomy: Demonstrated ability to work independently with light supervision.

Additional Responsibilities:

• Strategic Participation: Engage in the production development process from definition through design, build, test, and release.
• UX Trends: Stay abreast of UX trends and source creative ideas and inspiration from parallel analogous worlds.
• User Research: Conduct interviews with Subject Matter Experts (SMEs) and users to gather insights.
• Persona Development: Define various user personas within projects to tailor experiences effectively.
• Testing & Discovery: Assist in testing and solution discovery to ensure user needs are met.
• Survey Creation: Design and implement surveys to measure the success of user experience initiatives.
• Team Collaboration: Foster a collaborative environment by sharing knowledge and best practices among team members.

As a Regional Experience Ambassador, you will act as the voice of the customer (internal and external) in interactions with Enterprise Technology. Your mission is to ensure the quality of our services to end-users in the business and, subsequently, our external customers. This individual will drive a positive support experience across Enterprise Technology through holistic solution engagement, communicating promptly on progress, and handling escalated customer issues with a consummately professional attitude.