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Sr. Analyst–project/Program Management (Education Customer Experience Management

Job Description and Requirements

Key activities:

Play an instrumental role in transforming the customer engagement experience for Dell EMC Education Services. Help maximize return on customers’ investment in learning and development opportunities by becoming an expert advisor on our catalog and helping customers redeem their purchased training.

Principal tasks and responsibilities:

  • Education Customer Experience Management
    • Develop expertise on all types of education purchase/redemption options and associated processes and business rules.
      • Training Credits
      • Subscriptions
      • Curriculum Packages
      • Dedicated/Onsite Course Delivery
    • Enforce business policies and guidelines while providing a level of flexibility to customers
      • Apply training credits to offerings hosted in a variety of systems
      • Consult with customers on necessary exchanges to meet changing learning needs
    • Engage directly with Dell EMC Sales and customers to assist with education order fulfillment and course registration and  cancellation activities
  • Redemption lifecycle management
    • Capture and monitor redemption activity details and trends. Provide valuable business insights to influence the decisions made by Education Services leaders. Key insights include, but are not limited to:
      • Training Credit redemption rate from the point of purchase to the point of expiration
        • Large corporate accounts
        • Business theaters, countries
      • Packages and Subscription activation rates
  • Learner engagement support
    • Monitor, triage and answer a variety of education services related inquiries and support requests from learners, sales makers and business stakeholders
    • Manage escalations to and from internal teams to provide the best customer experience

Lead the experiential support efforts at key training delivery locations by ensuring course delivery readiness and providing onsite customer assistance

Required knowledge and qualifications:

  • Excellent verbal and written communication skills in English and French or Spanish
  • Proficiency in Microsoft Office software suite, especially Word, Excel, PowerPoint
  • Knowledge of Tableau reporting and data visualization tools is a plus
  • Knowledge of customer relationship management systems such as is a plus
  • Knowledge of Learning Management Systems and Training Currency Management use a plus
  • Strong Project Management acumen – PMI certification preferred

Experiences and Education:

  • 3~5 years of cross-functional project management experience in IT / high tech industry
  • Customer and sales interfacing experience such as sales support, inside sales, customers support is a plus
  • Bachelor’s degree (business/marketing or technical) required

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you share our passion for data and you’re keen to play a key role in driving progress, this is your opportunity to develop with Dell.