Project Delivery Manager

Project Delivery Manager - Customer Experience Management - Salesforce, Sprinklr, Khoros, Zendesk,

• Support the delivery of customer process and service improvements across multiple channels


• Refining the process for identifying, designing, building and operating suitable service processes with Multi-channel tool for Enterprise Software Solutions (3rd party tool)


• Operating/designing service processes with Customer Support operation tools


• Ensuring that relevant governance and collateral is completed to a high standard and Company standards, including the completion and sign off and meet the agreed service levels


• Responsible for delivery, communication and coordination of work in the team


• Understand business process and map request improvement to Customer Support tool with vendor


• Support Integrations Projects by leveraging Standardized Connectors to Enterprise Software Solutions, in complex customer environments


• Support other Consultants with Customer configuration and execution of requirements


• Work closely with the Product Support, Customer Success, Client Services and Development teams to resolve application issues and plan for changes, upgrades, enhancements and new customer provisioning.
  
  We are currently looking for a Project Delivery Manager with recent experience of delivering and enhancing Customer Service/Customer Experience platforms within a retail environment. The role requires deep and strong knowledge for business practices in Customer Service business and business application knowledge. Experience and knowledge on Enterprise Software solutions consulting would be highly beneficial. You will provide managed support to service managers throughout Europe and work on system support and new projects along with process improvement., At least 5 years of experience with one or more Customer Experience Management Platform (eg Sprinklr, Sales Force, Zendesk, Khoros or equivalent)


• Vendor management including contracts and resource management


• Writing proof-of-concept applications using available SDKs and APIs


• Analysing API source code to identifyidentifying gaps in the documentation.


• Maintain knowledge of the application and architecture.


• Working closely with Product Support, Customer Success, Client Services and Development teams to resolve application issues and plan for changes, upgrades, enhancements and new customer provisioning.


• Document operational procedures


• Dedicated to customer care or customer support.


• Understanding Social media platforms and experience in Social Media management software.