Customer Success Specialist, Innovation Accelerator

vor 2 Monaten

Genf, Genf, Schweiz World Economic Forum Vollzeit
About the Role

The World Economic Forum is seeking a highly skilled and experienced Technical Operations Specialist to join our UpLink team. As a key member of our Operations and Data Success team, you will be responsible for ensuring customer success for UpLink's self-service model, providing technical support across innovation challenge lifecycle to partners, and creating and improving processes and external facing guidance for the use of UpLink.

Main Responsibilities
  • Ensure technical and operational service excellence for partners regarding the implementation of innovation challenges across all project phases.
  • Design and develop digital tools and processes for UpLink's self-service model across all project phases.
  • Serve as the team's point of contact for technical and operational implementation of UpLink's self-service model.
  • Continual assessment of UpLink business systems to identify opportunities for process improvement.
  • Build and test prototypes for TechOps innovation, advise on UpLink operational tech investments.
  • Exploratory initiatives with Program, Marketing, and Platform counterparts as well as the Centre for the Fourth Industrial Revolution.
  • Responsible for data tools and processes that coordinate day-to-day activities with UpLink partners, ensuring efficient operations.
  • Onboarding external partners with the right technology tools and processes to run UpLink challenges.
  • Management of planning, scheduling and execution of team meetings and sessions related to UpLink's self-service model.
Requirements
  • Guarantee best-in-class service excellence of UpLink platform towards external partners.
  • Have analytical mindset and the ability to break down complex problems into their component parts to strive for effective solutions & recommendations.
  • Contribute to the operational effectiveness of the team making best use of current and future process and digital tools.
  • Demonstrate interdisciplinary communication skills and experience working in diverse teams.
  • Respond to requests in a timely manner, provide administrative support as needed and ensure stakeholder records are kept up to date.
  • Identify areas for continuous improvement and streamlining of the team's process and approach.
Preferred Requirements and Skills
  • Genuine passion for scaling impact in the SDG space.
  • University degree with demonstrated application of business, operations, computer science, data science, or a related field.
  • 3-5 years of experience in operations and data management, digital project delivery, change management or product management for digital products, preferably in a technology or start-up environment.
  • Strong service orientation towards internal and external parties; ability to collaborate with other functions, team members or cultures in the delivery of highly connected tasks.
  • Proven experience providing organizational support for cross-functional teams.
  • Strong project management, problem solving and organizational skills.
  • Working knowledge of Salesforce or another similar CRM systems.
  • Experience with Project Management best practices and related software.
  • Proactive approach to work, prioritization and resourcefulness.
  • Ability to handle conflicting priorities under stress and flexibility in the face of change.
  • Comfortable working in a challenging, quick and dynamic entrepreneurial and high-pressure environment.

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