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Account Manager

Big Wave Digital is thrilled to be supporting this well known not-for-profit firm.

As they head towards digitally transforming their business, a new role has opened up in their digital product development team. We are currently on the hunt for a Service Delivery Specialist to join the crew.

The position will work closely with Technology Manager and provide operational support across newly implemented digital products. You’ll be responsible for providing exceptional levels of customer service to internal and external clients, meeting and exceeding agreed levels of service and reporting across SLA’s to identify product and process improvement opportunities.

Key duties will include:
Tier 2/3 incident management
Service delivery and improvements
Product training
Implementation and on-boarding new clients
Service level management
Working with internal and external partners on product improvements, bug fixes, content ingestion and integrations
Provide insights on product usage and support engagement
Develop and manage processes, work instructions and documentation to support products

Ideally you will come from an operations focused role in the education, publishing or content marketing industry, where you’ve supported product and technical teams. You’ll need to possess exceptional customer service experience and have demonstrated experience managing support and service levels for large user bases.

Key Skills required:
Solid understanding of the development and operations of web and mobile SaaS applications
Experience in vendor management (on and offshore)
Ability to communicate technical issues to non-technical stakeholders
Proficient in the use of MS office suit, especially Excel using pivot tables and functions such as vlookup
SQL understanding
Experience with Zendesk and Salesforce or equivalent
Ability to confidently present to clients
Established industry experience within education, e-learning, publishing or content marketing
Amazing customer service skills with first class communication skills
This is a small/start-up style team, looking for an individual who can take ownership of this function and really roll up the sleeves to pitch in across a varied workload.

If you have the desire to make a real difference and join a not for profit organisation, plus have the self-drive and ambition to take ownership of a new role, then I’d love to hear from you. Please apply via the link below, or mark applications Attention: Dayna Stewart | Head of digital & data Recruitment| Big Wave Digital | dayna@bigwavedigital.com.au


Big Wave Digital




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