.demand support lead (help desk marketing operations)job id req-10055502mexicosummarythe demand support lead will be responsible for supporting demand management processes & leading tactplan product onshore helpdesk activities.
(tactplan is single source of truth web platform facilitating the planning & execution of tactics and scopes across the integrated marketing organization).
the demand support lead will be responsible for receiving/acknowledging, responding & triaging all queries originating in the tactplan support module—for all non-technical tickets, the demand support lead will facilitate a response & resolution to users (internal & external).
this role requires strong collaboration with various cross-functional teams—incl.
product management, and extended marketing operations including production, procurement, finance, and marketing strategy—to facilitate resolution of support needs.
this role will also support development & rollout of training & communications around tactplan product.
the demand support lead will additionally support new user facilitation & onboarding within the tactplan platform.about the role#li-hybridthis role is based in mexico city, novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you.key responsibilitieslead responsible for management and oversight of all non-technical/product specific tickets pertaining to user access, query resolution, feature request intake, training & support of product use.support in partnership with demand operations manager for new user management & onboarding to tactplan platform.resolve queries effectively by communicating technical information in a clear and understandable manner to users (internal and external)consolidate feedback on user experience, key concerns and issues while using tactplan platform and present to the larger team.develop & maintain resources & support library within tactplan .develop concise and robust training & communication materials and execute engaging training sessions for various stakeholders.provide support as needed for various demand management operations needs across imo and other groups.support the intake and triage adhoc requests for data & insights for various groups.support office hours for demand management processes & tactplan product functionality.educationenglish advanced proficiencyexperienceminimum of 3-5+ years of experience in customer success, project management, marketing operations or marketing technology/product development.track record & experience of support desk management/ticket resolutionexposure or experience to agile/kanban processes.experience with project management software tools like ms project, jira, trello or similar platforms.excellent analytical, problem-solving, negotiation and interpersonal skills