Job
Description
Client Engagement & Value Proposition Design Collaborate with Sales, Product, and Delivery teams to define and pitch compelling support service offerings in RFP/RFI responses. Platform Support Strategy & Execution Define and execute platform support workflows, SLAs, KPIs, and governance models, ensuring smooth transitions and operational excellence. Support Team Leadership Lead a cross-functional global support team, fostering collaboration and mentoring team members across onshore/offshore models. Knowledge Management & SOP Development Create and maintain detailed SOPs, runbooks, and scalable knowledge management systems for all supported platforms. Escalation Management Serve as the SME for platform-related incidents, ensuring timely and effective resolution of escalations through ITIL practices. Automation & Innovation Enablement Identify use cases for automation and GenAI-based solutions to enhance support processes, reduce MTTR, and personalize user experiences. Training & Certification Programs Design and manage training programs, certification initiatives, and ongoing upskilling for support personnel across platforms. Tool & Platform Enablement Manage integrations and operations across CRM, CMS, DAMS, CDP, MAP, and Consent platforms using tools like Salesforce, Veeva, AEM, etc Compliance & Regulatory Oversight Ensure platform support complies with industry standards and regulations such as GxP, 21 CFR Part 11, and company audit requirements. Performance Metrics & Reporting Track and report key support metrics (eg, CSAT, MTTR, ticket volume) to stakeholders, enabling data-driven decisions and risk mitigation. Must Have Enterprise Platform Expertise - Deep understanding of CRM, CMS, DAMS, MAP, CDP, and consent platforms such as Salesforce, Veeva, AEM, Marketo, Tealium, and OneTrust. Client-Facing Communication - Strong ability to articulate platform value propositions, lead client discussions, and contribute to commercial engagements. ITIL & Service Management - Hands-on experience with ITIL-based service management frameworks and tools such as ServiceNow and JIRA. Leadership & Team Management - Proven experience in leading and scaling global support teams, managing vendor relationships, and ensuring team performance. Process Design & Optimization - Ability to design scalable workflows, define SLAs, and optimize operations through continuous improvement initiatives. Automation & GenAI Awareness - Knowledge of GenAI applications and automation tools (eg, Workato, MuleSoft) to drive efficiency and intelligent support. Compliance & Regulatory Acumen - Understanding of regulated environments with knowledge of GxP, 21 CFR Part 11, and audit practices. Training & Enablement Programs - Experience in structuring onboarding, skill enhancement, and certification frameworks for platform support teams. Analytical & Reporting Skills - Ability to interpret support data, generate performance reports, and provide insights for strategic decisions. Certifications & Platform Credentials - Salesforce Admin, Veeva certifications (preferred), or equivalent credentials showcasing platform proficiency.
