2023-30929 – Digital Support Manager(f/m/d)

Regular/Temporary : Regular
Position description :
Reporting to the Head of Digital Support & Community, the Digital Support Manager builds and drives a deep understanding of our customers’ (digital) support needs and ensures customers receive the best possible support through the (digital) support channel of their choice. By providing a strong self-service support offer, the Digital Support Manager will make support operations at ST more efficient while increasing customer satisfaction. As content is a key part of this effort, the Digital Support Manager drives and facilitates the creation, marketing, and governance of useful and purposeful learning offer.
Overall, the Digital Support Manager will have skills in the practice of (digital) customer support, learning content strategy and project management. In addition, strong people skills are required to work together with stakeholders across teams and divisions.
Responsibilities
Understand customers’ needs for support & learning:
Analyze and develop (digital) customer support journeys which highlight the paths and needs our customers follow in finding the required (self-service) support & learning.
Identify and anticipate specific support & learning offer that customers need to be successful with ST’s products.
Analyze ST’s support channels in the light of customers’ needs and propose and implement activities to optimize the costumer experience with ST.
Through quantitative and qualitative measures and customer feedback, analyze and develop initiatives and programs around customer centric objectives.
Enable the creation of support & learning content:
Advocate, consult and train employees on best practices of support & learning content creation (e.g., by developing content creation trainings and guidelines).
Inspire and showcase to technical experts the added value of contributing as authors of learning content.
Maximize customer feedback and customer collaboration when creating purposeful support & learning offer.
Ensure effective support & learning delivery:
Develop and drive strategies how support & learning content is best organized, structured, and published in front of customers, but also internally in terms of knowledge sharing.
Help establish SEO/SEM guidelines to improve the findability of support & learning offer when customers search for it.
Develop and drive marketing activities to promote our support & learning offer.
Become an expert on our content and learning management platforms to train colleagues on their use and best practices.
Establish governance:
Promote the value of support & learning to colleagues and win commitment across teams and divisions.
Create and monitor policies, standards, and guidelines to ensure best-in-class support experience.
Analyze metrics and develop dashboards to measure key strategic KPIs and showcase the impact on customer satisfaction, process efficiency and overall return on investment.

Skills:
Strong customer-centric mindset and customer (self-service) support experience.
Proven experience in creating and marketing of support & learning offer.
Knowledge about (digital) marketing channels and their performances.
Proven experience in creating and delivering (internal) trainings.
Knowledge about learning management platforms and tools.
Strong presentation skills to advocate and win commitment for customer-centric measures.
Ability to develop and manage initiatives and projects across distributed teams.
Strong collaborative and communicative skills with a focus on finding solutions and common grounds among stakeholders.
Strong analytical skills to devise metrics and reporting to track progress and demonstrate impact.
Ability to work well in project teams within a multi-cultural environment.
Some Electrical Engineering knowledge is desirable.

Requirements:
Minimum education level: University Bachelor’s degree.
At least 2-5 years of direct work experience in a (digital) customer support organization and learning management.
Excellent English skills, strong knowledge of grammar and writing best practice.
Education level required : 4 – Bachelor degree
Language / Level :
English : 3- Advanced
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