Digital Customer Experience Manager - Dell

Job Title – Digital Customer Experience Manager
 
Job Location – Remote but have to travel to Round Rock about once a quarter.
 
Length – 5 Months+ (Possible Hire)
 
Ideal candidate –
Experience with websites/ and the architecture of websites 
Know what a page looks like and how it’s built. 
Request Response - Must have worked with Tealeaf 
PERFECT CANDIDATE: Someone who has already helped with a transition from Tealeaf to Glassbox
 
Job Description:
Tealeaf is a software that allows you to record everything that happens in a website. They use tealeaf tools to record sessions, so then figure out the issue and then figure out who needs to be contacted to fix it.
We are looking for experience in Digital Customer Experience Management Tools, such as Tealeaf, Clicktale, Glassbox, Quantum Metric
 
Strategic Direction:
This is a key strategic position at Dell. To be successful in this role, you will collaborate with the system architects in Austin, TX to determine the optimal architecture to meet the business requirements for digital Customer Experience Management. We currently have an on-premise Tealeaf solution in our datacenters. We are open to considering alternative tools such as Glassbox, Clicktale or other tools. You will evaluate use cases, recommend, and then implement the future architecture. Dell has multiple content management systems to optimize the customer experience for: Consumer, Small/Medium Businesses, Large Corporations, eSupport and Deals. They use Single-Page Applications, Angular and other techniques. This will continue to evolve with Cloud-hosted applications, Pivotal Cloud Foundry and others.
Fix replay issues and diagnose other issues at scale: We have approximately 3000 events and 1000 users of Tealeaf. With a constantly changing website, you will continue to work with developers to ensure high fidelity data collection and replay. You will rely on your deep knowledge of how requests are made from browsers and how the servers respond to diagnose issues with the data. To optimize replay, you will apply hands on knowledge and experience writing JavaScript code, adding Replay Rules or other techniques.
Tool Administration: You will provide Digital Customer Experience Administration Support for the existing on-premise Tealeaf tool installed in our datacenters and/or for other tools implemented in the future. 
 
This currently involves: 
Updates: system maintenance, upgrades, fix-packs
Manage Integrations: Our implementation of Tealeaf is mature and has integrations with many other tools: iPerceptions, OpinionLab and others. We also leverage CX Connect to send data to other tools, such as Adobe DataWorkbench, Splunk, Hadoop, ServiceNow, etc 
User support: Provide regular deep-dive Training (user workshops, etc.) in one or more of our tools to enable the business to understand our data
 
Accountabilities:
Implements technical solutions and management processes to achieve overall objectives by means of implementing systems or enterprise- wide solutions, using the company’s or a third-party’s hardware/software products and/or processes and methodologies Integrates solutions and strategies within the customer environment, based on the analysis of customer business goals, objectives, needs, and existing systems infrastructure Identifies additional product/services sales opportunities in customer organization Assists the sales organization and related Practice Areas as technical/industry subject matter experts Role requires skills and understanding of the industry best practices and methodologies to tie dissimilar components together into an aggregate system Primary expert to construct the specific solution, scope document, risk profile, and corresponding financials Uses expertise to construct specific and detailed solutions that encompass process, technology, project and staffing plans Constructs risk assessments and corresponding remediation plans relative to custom solution proposals Participates in the construction of financial models that align with custom solution proposals Composes applicable services agreements (e.g. Statements of Work, SLA documentation, etc.) that specify processes, technology, staffing, deliverables, commitments, risk, and project management aspects of a solution Supports deal negotiation and closure to include transition support to service delivery Serves as a services subject matter expert to both internal and external customers Follows all organizational standard operating procedures relative to cost modeling, approvals and reviews, and all other associated workflow, documentation and deliverables Participates in applicable win-loss reviews and incorporates learnings into future solutions 
 
Responsibilities:
Leads or participates in customer presentations at the senior leadership/executive level Leads or participants in in setting strategic direction and core processes for the group Makes a significant contribution to the sales pursuit strategy Regularly mentors and reviews work of less experienced team members Drives material changes in the company’s delivery capability Leads a team of solutions architects and other relevant SMEÂ’s in the design of the largest, most complex and strategic services solutions Involved in international sales opportunities Leads the most complex and the largest technical consulting projects Consults with customers and company executives to formulate enterprise-wide business and information technology product and service strategies Implements overall architecture for products, services and technologies Evaluates, reviews, and approves enterprise-wide total systems solutions designs Viewed as technical thought leader in one or more technologies Leads research, discovery, planning, and implementation efforts to improve business processes Leads the Solution Architecture Review for projects, applications, and infrastructure 
 
Best,
Kushal Shah
APN Software Service INC
kushal@apninc.com
609-357-9180 (Direct)

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