Manager, Systems Experience & Support - Growth Technology & Enablement
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OverviewBaker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers - New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker TillyAdvisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram.Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring.Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.Any unsolicited resumes submitted through our website or to Baker Tilly Advisory Group, LP, employee e-mail accounts are considered property of Baker Tilly Advisory Group, LP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ( search firm ) for Baker Tilly Advisory Group, LP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.Job Description:The Manager, Systems Experience & Support - Growth Technology & Enablement is responsible for ensuring that all firm-wide users of the Growth Technology & Enablement technology stack are fully supported, trained, educated, and informed on the processes, features, and benefits of our systems so they in turn can maximize efficiency in their daily working lives.This role requires exceptional client service delivery skills, solid communications abilities, and strong training facilitation talents with an ability to relay technically complex concepts to users in an easy to absorb manner. A formidable technical understanding of our entire technology stack including our CRM platform, and the ability to collaborate with key stakeholders, business/geo partners, and internal teams within the firm is required.The Manager, Systems Experience & Support - Growth Technology & Enablement is responsible for adoption and use of our systems, ensures that the client experience is always considered, and value is maximized. Offering insights per streamlining, simplifying, and automating our processes and systems, this role works with direct reports to overall enhancements of our systems, and for delivering team goals, and team strategy.This role is responsible for building metrics, tracking, and reporting for the areas of responsibility and management of some technical vendor relationships, plus team member/resource management.ResponsibilitiesTechnology Stack User Support: Provides support to all firm-wide users of the Growth Technology tech stack with the goal of boosting adoption and daily use of our systems to benefit our users daily working lives.* Management of support related EasyVista ticket requests (except license and password reset requests managed by the Administration Team) and reports, and delegation/follow up with the Sales Support Specialists* Provides user support to all levels of the firm via 1:1 meetings, calls, emails, or team/group user assistance sessions.* Drives all issues to a speedy and comprehensive resolution ensuring client satisfaction is maximized.* Ensures the client experience is always considered on all initiatives.* Responsible for gathering feedback, documenting, and providing enhancement insights to the Growth Technology & Enablement team per streamlining, automating, and simplifying our processes and systems.* Responsible for the growth of adoption and use of our systems and performing ongoing results tracking and reporting.* Responsible for building strong partner relationships with key technical success vendor managers and bringing learnings to the team, backlog, and our users.Training & Education: Management of all user training and education for our entire technology stack.* Development and management of the new and existing user training curriculums and calendars.* Management of all training sessions via numerous channels such as 1:1, groups, teams, webinars, video, and on-demand.* Management of all training material creation (PPT, video, webinars, other) ensuring materials deliver comprehensive details of the features, functionality, processes, and benefits of our tech systems.* Facilitates training sessions and oversees/manages the other training assistants (such as L&D support).* Management of the Salesforce educational platforms persona based educational platform and partner relationship with the Salesforce training advisor.* Leads all 1:1 or team technical observation sessions and reports back findings to the Growth Technology & Enablement team.* Management of all combination technology onboarding training needs which often includes the development of tailored training content.* Scripts and releases educational/training communications, such as tips and tricks via GT Messaging and other available channels (such as Marketing meetings), to boost usage.* Develops and tracks training metrics and takes actions on the insights gained to improve training.Communications: Responsible for message creation, distribution, and monitoring of all Growth Technology & Enablement communications to our technical users via a variety of channels.* Development and management of the communications plan and calendar.* Creates communication content keeping the client experience, use, adoption, change management, and representation of the Growth Technology & Enablement brand top of mind.* Provides communications in a timely manner so they can be shared with the Marketing Director/Leadership Team for review prior to distribution.* Responsible for all training communications including scripting and distribution.* Ensures all communications adhere to our brand guidelines, compliance, governance, and policies.* Delivers communications that are detailed, easy to absorb, and informative.Project/Change Management: Supports or manages key projects and support team as needed providing insights per technical and business knowledge, and client insights. Responsible for change management within Growth Technology.* Provides support on team projects and tasks or leads projects associated with support, training, and communications as needed.* Provides insights to team project managers per assessment of new innovative technology or proposed enhancements to existing technology.* Develops and manages the Change Management plan for new innovative technology brought into the tech stack, interconnected systems, or current technology enhancements.* Manages the Sales Support Specialists and other staff as neededQualifications* 3+ years of experience with Salesforce or another leading CRM platform and 5+ years of marketing/sales business/technology experience* Bachelor's degree in marketing, communications, business, or related field* Strong client service and support skills and a commitment to deliver service excellence and value* Solid interpersonal, written, and verbal communication skills* Strong problem solving, critical thinking, organization, and detailed oriented skills* Skilled in training management and facilitation with a strong ability to relay complex technical concepts in an easy to absorb manner to a variety of technically/non-technically minded users* Strong use of Microsoft Office Suite including excel and robust design skillsExcellent work ethic* Strong project management skills and the ability to use time effectively to prioritize* Team leadership experience and ability to manage more than three team members* Ability to work independently with minimal guidance