Xb-087 - Customer Support Manager

BIDS Areas:- Business Intelligence.
Handling all needs related to CRM and data analysis.- Participant Digital Journey.
Looking after the unified experience of participants throughout their relationship with IESE, from the moment of enrollment through to becoming an alum.- Classroom Digital Experience.
Handling participants' digital experience during sessions, whether in person, hybrid or online.
Audiovisual services will be included in this unit.- Technology Services, this large group brings together all tech services that support school operations.
At the same time, it is organized into three teams: - This team will handle systems, - Cybersecurity services and telco.
- This team will be in charge of new technology projects that the school undertakes, once they are approved by the committee on technology priorities.New Area - Support: Executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS.Responsibilities:- Defines and executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS.
Converting the actual service into a new proactive service.
Guiding the user across platforms, incidents, requests.- Continuously improves IT support in partnership with internal staff / outsourced.- Directs the workplace team, which is responsible for release coordination, end-user communications, reporting, optimizing licensing and entitlements, and maintaining technology roadmaps.- Improve customer service experience, create engaged customers.- Take ownership of customers' issues and follow problems through to resolution.- Set a clear mission and deploy strategies focused towards that mission.- Develop service procedures, policies and standards.- Keep accurate records and document customer service actions and discussions.- Analyze statistics and compile accurate reports.- Recruit, mentor and develop #J-18808-Ljbffr