Post Implementation Project Support - Experience Management
In today's world, customers expect companies to know who they are and what they want. Customers want to have products, services or experiences that best suit their needs delivered to them seamlessly across physical and digital channels.
Customers are human first: driven by dynamic wants, needs, and desires. The ability for brands to make personal, meaningful connections on a human level has never been greater and Deloitte Digital delivers on those experiences in a way that allows companies to own the customer journey end to end.
We help companies connect key data sources to understand what matters most to people; connect to advanced technologies like AI and machine learning to sense and respond to those needs at scale; and connect their systems to unlock insights, create collaboration and drive acquisition, engagement and loyalty. Most importantly, we empower companies to connect with customers in personal, meaningful ways that respect them as people, not just customers.
Work you'll do
You'll work at multiple levels with various internal and external groups, this role will r un meetings, taking notes, and write business requirements. This role collaborates closely with cross-functional-delivery teams on post implementation support. You will collaborate as needed to maintain as positive a customer experience as possible. A critical component to this role is the ability to multi-task, maintain proactive as well as efficient communication, and escalate critical issues as well as provide answers to customers. Additionally, it is requirement to be able to work effectively in both hybrid-agile and agile project delivery frameworks.
The role requires a client-forward focus and will be asked to lead client-facing work sessions, status updates, and a variety of stakeholder engagement throughout the duration of the project.
Your responsibilities will include:
Work with customer(s) as well as internal teams to r un meetings, take notes, and write business requirements
Act as primary point of contact for the client(s) throughout the post implementation project support life-cycle
Achieve customer satisfaction through successful delivery of defined scope
Coordinate/communicate escalations across internal teams
Manage administrative portions of project delivery from inception to closure, including defining ways of working
Coordinate escalations across proper escalation path, defined at start of projects
Manage status communication to executives
Identify partnership opportunities and capitalizes on "add-on" sales opportunities across projects
Facilitating strategic conversations with clients to define and document business and technical requirements based on prioritized use cases
Taking full ownership of a product backlog and support the team in value-based prioritization
Advertising, Marketing & Commerce
Our Advertising, Marketing & Commerce team focuses on delivering marketing and growth objectives aligned with our clients' brand values for measurable business growth. We do this by creating content, communications, and experiences that engage and inspire their customers to act. We implement and operate the technology platforms that enable personalized content, commerce and marketing user-centric experiences. In doing so, we transform our clients' marketing and engagement operations into modern, data-driven, creatively focused organizations. Our team brings deep experience in creative and digital marketing capabilities, many from our Digital Studios.
We serve our clients through the following types of work:
Cross-channel customer engagement strategy, design and development (web, mobile, social, physical)
eCommerce strategy, implementation and operations
Marketing Content and digital asset management solutions
Marketing Technology and Advertising Technology solutions
Marketing analytics implementation and operations
Advertising campaign ideation, development and execution
Acquisition and engagement campaign ideation, development and execution
Agile based, design-thinking, user-centric, empirical projects that accelerate results
Experience in consulting or agency; background working with various methodologies, frameworks, organization structures, disciplines, and documentation
Proven experience managing end-to-end marketing technology projects; preferably related to marketing databases or marketing campaign tools (prefer work with SDLC process)
Minimum 3+ years of project support
An understanding of marketing databases and/or implementation of digital marketing campaigns through all online channels, ideally hands on experience with existing products
Experience taking ownership of backlog development, prioritization, and roadmap activity
Excellent problem-solving skills with a demonstrated ability to identify issues, resolve them quickly and know when to rely on internal resources to assist
An innovative thinker, collaborative business partner, who is well-organized and detailed with strong presentation and reporting skills is recommended
Professional demeanor, ability to interact with and lead diverse teams, and communicating with client managers, directors, and VPs including CMOs and CXOs
Strong verbal, presentation, and written communication skills as well as strong conflict resolution and negotiation skills
Ability to manage in an environment of ambiguity with diverse stakeholders
Experience working with Agile development projects
Prior experience with Digital Marketing Solutions
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.