Summary

Posted: Jan 28, 2021

Weekly Hours: 40

Role Number:200210455

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary

Summary

Posted: Jan 28, 2021

Weekly Hours: 40

Role Number:200210455

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.

Key Qualifications

• Experience in a customer support organization
• Excel in a multifaceted environment and function effectively in the context of ambiguity
• Self-starter attitude with the ability to learn and bring themselves up to speed very quickly
• Flexible to work with others in multiple time zones
• Strong attention to detail
• Assertive and responsible for own work (self-directed), self motivated, and self-sufficient
• Results-oriented, diligent and work with a sense of urgency
• Experience delivering in a fast paced, rapidly growing environment
• Proficiency with Keynote/Numbers/Pages and Microsoft Office (Excel, PowerPoint, Word)
• Strong affinity for defining work in deliverables, and be willing to commit to deadlines
• Excellent communication skills (written and verbal), ability to prioritize workload, ability to work independently or as part of a team.
• Social systems experience required (Sprinklr, Opal, etc.)
• Experience with APIs and database applications
• Experience with json, REST, http
• Knowledge of social CRM and reporting tools (Sprinklr, Hootsuite) is highly preferred

Readiness
- Map out workflow & define requirements for the account or new need
- Plan, schedule & manage projects & dependencies
- Configure, test and deploy workflow in system
- Provide training, support and troubleshoot during launch
- Manage communication with vendors and partners
- Review current and potential Sprinklr products with Success Manager

Sustaining - daily/weekly
- Provide guidance for efficiencies and update system
- Manage accounts for users and admins
- Provide training for admins and users as needed
- Track tickets to close and make suggestions for functionality changes
- Conduct ticket review to improve resolution processing
- Recommend improvements and track enhancements
- Partner with Sprinklr to test and audit products pre-implementation
- Communicate system updates/tickets/enhancements to manger and partners
- Build and maintain dashboards as needed
- Support analytic efforts for data extraction, guidance on system, etc.
- Track functionality in general and make recommendations
- Manage vendor tactical meetings

Apple Partnership Management - daily/weekly/monthly
- Monitor the workflow impact in other parts of Apple before issues impact AC business
- Monitor all systems, track and resolve issues for AC
- Look for efficiencies and potential risks for Apple functionality asks from non AC partners
- Support efforts with overseas, IS&T, and other technical partners (retail, marcom, etc.)
- Partner with internal reporting team to help improve visibility to organization metrics
- Provide recommendations to AC business for addition, implementation or removal of Sprinklr products
- Partner with system admins in related organizations
- Some travel will be required (up to 20%)

Education & Experience

BS/BA preferred, not required, with 5 plus years of experience

Additional Requirements