Jobs in Egypt - Sr. Analyst – Project/Program Management (Education Customer Experience Management) at Dell

Sr. Analyst – Project/Program Management (Education Customer Experience Management) at Dell

Location : New Cairo

Job Description:

• Education Customer Experience Management
  • Develop expertise on all types of education purchase/redemption options and associated processes and business rules.
    • Training Credits
    • Subscriptions
    • Curriculum Packages
    • Dedicated/Onsite Course Delivery
  • Enforce business policies and guidelines while providing a level of flexibility to customers
    • Apply training credits to offerings hosted in a variety of systems
    • Consult with customers on necessary exchanges to meet changing learning needs
  • Engage directly with Dell EMC Sales and customers to assist with education order fulfillment and course registration and  cancellation activities

• Redemption lifecycle management
  • Capture and monitor redemption activity details and trends. Provide valuable business insights to influence the decisions made by Education Services leaders. Key insights include, but are not limited to:
    • Training Credit redemption rate from the point of purchase to the point of expiration
      • Large corporate accounts
      • Business theaters, countries
    • Packages and Subscription activation rates

• Learner engagement support
  • Monitor, triage and answer a variety of education services related inquiries and support requests from learners, sales makers and business stakeholders
  • Manage escalations to and from internal teams to provide the best customer experience

Job Requirements:

Education:

• Bachelor’s degree (business/marketing or technical) required

Relevant Experience:

• 3~5 years of cross-functional project management experience in IT / high tech industry
• Customer and sales interfacing experience such as sales support, inside sales, customers support is a plus

Technical Knowledge/ Skills/ Training required:

• Excellent verbal and written communication skills in English and French or Spanish
• Proficiency in Microsoft Office software suite, especially Word, Excel, PowerPoint
• Knowledge of Tableau reporting and data visualization tools is a plus
• Knowledge of customer relationship management systems such as salesforce.com is a plus
• Knowledge of Learning Management Systems and Training Currency Management use a plus
• Strong Project Management acumen – PMI certification preferred

To Apply:
https://jobs.dell.com/job/cairo/sr-analyst-project-program-management-education-customer-experience-management-french-or-spanish-sp/375/11164321

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