Sisense Project Manager - Support Operations 

Germany, Baden-Württemberg 

762725900

About the Job:

As a Project Manager within our Field Engineering Organization, you will play a pivotal role in enhancing the efficiency and effectiveness of our Support Team Operations through a combination of project management, data analysis and process improvement. You will collaborate closely with Support Leadership and cross-functional teams to drive projects aimed at optimizing support operations and improving customer satisfaction.

Key Responsibilities:

• Data Analysis and Insights: Utilize your expertise in data analysis tools to analyze and interpret data related to Support Team performance, ticketing data, and customer feedback. Identify trends and areas for improvement, providing actionable insights to drive operational enhancements.
• Project Management: Lead and participate in cross-functional projects focused on process optimization and technology integration, such as in the implementation of AI and chatbot solutions. Develop project plans, timelines, and deliverables, ensuring successful project execution and alignment with organizational objectives.
• Performance Metrics and KPI Tracking: Define and track key performance indicators (KPIs) to measure the success and effectiveness of customer support processes. Generate reports and presentations for senior management, highlighting key findings and providing recommendations for improvement.
• Support Strategy Development: Collaborate with stakeholders to develop and refine support strategies, policies, and procedures. Ensure alignment with organizational goals and objectives, and lead the implementation of changes to support continuous improvement efforts.
• Training and Change Management: Develop training programs and materials for support team members to enhance their skills and knowledge of new support system features. Collaborate in developing change management plans to support the smooth adoption of new technologies and processes within the Support team.
• Risk Assessment and Mitigation: Identify potential risks associated with support system changes and recommend mitigation strategies to minimize disruption to operations.
• Technology Evaluation and Integration: Evaluate tools and technologies that can improve internal team capabilities and productivity, including AI and chatbot solutions. Make recommendations for adoption based on technical expertise and business requirements. Meet project milestones and manage vendors accordingly.
• Cross-Functional Collaboration: Collaborate with various departments and teams to ensure seamless and efficient internal operations. Maintain transparent and effective communication channels with support teams and stakeholders, providing regular updates on project progress and gathering feedback.

Qualifications:

• Experience with Salesforce Service Cloud or similar support platforms is required.
• 5+ years of proven experience in operational analysis, project management, or related roles.
• Understanding of Support metrics within a B2B Tech company.
• Proficiency in data analysis and data visualization.
• Strong project management skills with the ability to handle multiple tasks simultaneously.
• Technical curiosity.
• Ability to work through ambiguity and the dynamic environment of a startup
• Excellent communication, presentation, and interpersonal skills.
• A proactive, results-oriented mindset with a commitment to continuous improvement.