Support Strategist

1 month ago

Culver City, United States TEKsystems Full time

Description:

We are seeking a Post-Purchase Support Strategist to lead the way in creating industry-leading support programs. Our client

is a leading consumer electronics brand. They are seeking an experienced lead who can develop and optimize post-purchase

support programs for their products on behalf of their retail partners. When users have access to helpful documentation and

resources online, they tend to be more informed and satisfied consumers.

This means you will become a subject matter expert on the post-purchase experience, creating high-quality support experiences

around them. This role is highly cross-functional, bridging the gap between digital and product. You will serve as the the voice of

the customer to our Channel Partners, influencing their content by providing insights gained from our global customer

interactions. You will also work with design and development teams to innovate solutions to provide optimized experiences.

Lastly, as you create recommendations, you will operationalize these recommendations through strong project management.

Note: This is a part-time role (up to 4 days a week).

Responsibilities:

Spearhead post-purchase support programs for Channel Retailers. Ability to use data to drive strategy and business action, communicate new initiatives to audiences and leadership, and influence/lead cross-functional stakeholders. Manage transition of product paper materials to online documentation. Create email campaigns for marketing and product registration. Optimize content and promotion offerings via Product Registration, A/B testing, surveys. Partner with Design and Technical teams to ideate, iterate, and refine the Channel Retailer support experience. Measure and quantify learnings to improve post-purchase support program. Leverages best practices, drives improvements, and focuses on simplification

Additional Skills & Qualifications:

Bachelor's degree or equivalent practical experience. 10+ years of experiencing managing digital product support experiences 10+ years of experience on scaled and highly-trafficked support destinations online and managing cross-functional stakeholders Ability to motivate technical teams to partner together, drive adoption, and deliver impact. Ability to solve ambiguous problems and scale across an organization and distributed team. Excellent oral and written communication and analytical abilities.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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