End User Program Manager

2 months ago

Chicago, United States Jellyvision Full time

**End User Program Manager**

**Who we are**

Jellyvision ALEX®, is on a mission to improve lives by helping people choose and use their benefits. We are raising the bar—for benefits and the employee experience (for our employees and those of the customers we serve) - by scaling personalization, compassion and an earnest intent to be helpful in all that we do.

Jellyvision people are a group of creative problem solvers who use good judgment, give each other honest feedback, engage in real debate, and snack frequently. We are curious, hungry, and humble—because we know this is how we'll continue to make an impact. We're kind, biased towards action, and sweat the details to create great experiences for those we serve.

We are an inclusive, human-first workplace. Respect and trust for each other are foundational, and our equitable total rewards offerings support the lives and holistic well-being of our unique people. At Jellyvision, expect career experiences that challenge you, empower you to have a direct impact on our mission, and enable you to learn, try, and do while having fun along the way.

**What's the role?**

We need a User Support Manager to help Jellyvision better support the end-users that interact with our products. In short, we need to optimize every account-based interaction that users have with us with a well-defined process that is both carefully documented and continuously evaluated for areas of improvement. We also need others (either other Jellyfolk or third-party support vendors) trained on how to best support these end-user interactions. This role requires heavy collaboration across multiple departments, including Product, Tech, and Revenue.

**What you'll do to be successful**

**1.) Delightfully address Jellyvision's end user support requests**
- Respond to and resolve user issues in accordance with our internal service level obligations and response timelines
- Convey the Jellyvision brand voice and identity in all user and customer interactions
- Ensure that recurring end-user support needs have a documented process with clear resolution steps and response scripts
- Maintain our helpdesk management system (Zendesk) so it's optimized for daily support operations and regular reporting
- We'll measure time to respond, time to resolve, and % of tickets resolved on first reply to ensure user support needs are addressed effectively and efficiently

**2.) Drive Jellyvision's end user support strategy**
- Forecast user support request volume based on projected product sales, feature changes, and current trends
- Create staffing recommendations to address anticipated volume, including the use of third-party firms (BPO) as needed
- Maximize value of our current user support tooling and lead the research into cutting-edge tools and automations we can take advantage of to scale our support operations
- Ensure that proper procedures for internal or partner escalations are followed for high impact user support issues
- Collaborate with Technology and Product leadership to prioritize feature requests and defects that will drive end user satisfaction
- We'll assess customer satisfaction scores, customer effort scores, and feature adoption metrics to determine success

**3.) Implement SSO connections for Jellyvision customers**
- Monitor and maintain SSO certificates to ensure customer connections remain operational
- Partner with Jellyvision IT on escalated customer SSO issues as needed
- Track SSO implementation timelines with the customer implementation team in order to complete deliverables in line with customer deadlines
- We'll measure timely feature enablement and customer effort scores to confirm our process and execution is optimal

**Experience & skills you'll need**
- 5+ years of experience in a customer
- or user-facing implementation, customer service, or project management role, preferably at a SaaS company
- Knowledge of ZenDesk or other ticketing systems
- Past experience where you had to balance internal and external (customer) requirements and budget realities.
- Ability to work with a diverse supporting team, including both internal and third-party (BPO) collaborators
- Organization skills with a high volume of daily requests
- Strategic vision to adjust resources to expected future workloads
- Comfort in communication with internal and external project stakeholders
- Self-starter with excellent time management, multitasking and organizational skills

**Core Competencies**
- Customer focus
- Nimble learning
- Collaborates
- Communicates effectively
- Manages complexity
- Optimizes work processes
- Ensures accountability

**The Details**
- **Location**: Remote
- **Starting Salary**: $81,695 - $99,849

**What Jellyvision will give **_you_**

**Check out our benefits **here****

Jellyvision is committed to continuous evolution and to fostering a more diverse and inclusive workplace where everyone is welcomed, valued, and respected. It doesn't matter your race, ethnicity, religio

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