Organizational Change Manager
1 week ago
OCM Manager
Alameda, CA - Onsite - Need local
Contract/Full time
Education / Qualification
Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience.
Certification
Any technical certification in O365 would be an advantage.
Requirements:
Minimum of 10 years of experience as a Customer Success Manager or Organizational Change Manage
Team size handled (if any)
This is an individual contributor role. However, the candidate should be a good team player & proactive.
Primary Skills (Must have)
Proficient with Organizational Change Management activities
Establish clear client retention goals
Assist customers with setting up and navigating programs or software
Promote the value of the product
Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
Review customer complaints and concerns and seek to improve customer experience
Upsell services and products with the brand image
Promote value through customer experience
Assist in creating training courses and educational materials
Optimize existing processes within the company and actively enhance all Customer Success initiatives
Capability to analyze and adapt to digital adoption platforms like WalkMe, Whatfix etc
Secondary skills (Good to have)
Proficient in following change management activities, Roadmap & Change Management Planning, Execution & Change Management and Continuous Improvement & Training
The ability to learn quickly and easily grasp new software applications
Proven work experience as a Customer Success Manager or organization change manager
Exceptional ability to communicate and foster positive business relationships
Technical skills required, as they relate to the use of the product or service
Experience in managing a diverse group and training each according to company standards
Deep understanding of customers’ concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
Ability to establish milestones and keep all team members on task
Accountability and personal organization are essential"
Soft skills/other skills (If any)
Strong customer service skills
Excellent verbal and written communication skills
Strong interpersonal skills
Excellent multitasking skills
Strong organizational skills
Ability to lead and motivate others
Strong analytical skills
Ability to work well in a team environment
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