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Customer Support Partner

San Francisco, CA

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services-all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at .

In today's business environment, growth isn't just about building value-it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model-one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients-by harnessing talent, data and intelligence to revolutionize their operating models.

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Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology.

Role Summary:

The Media Partnerships team develops solutions for public figures and media publishers on social media platforms improving the media content ecosystem by enhancing graph quality, creating exceptional support experiences and delivering actionable product insights. This individual will work with media operations and other cross functional teams and will troubleshoot partner issues, provide support, collect feedback, and manage partner communication. This individual will also be responsible for providing site governance, managing productivity and reporting analysis to global lead. They will be involved in strategic discussions of program direction and support implementation of process improvements.

Role and Responsibilities:
  • Own resolving partner issues by using all available tools and resources
  • Works closely with internal teams to troubleshoot and solve issues experienced by our partners
  • Provides an amazing support experience to our public figures and media publishers across the platform
  • Communicates effectively with partners to understand their issues and route to the appropriate channel for resolution
  • Solicits, organizes and contextualizes product feedback from partners
  • Manages ticket flow and communications across multiple teams
  • Assesses, quantifies and implements workflow improvements to scale out support
  • Understands policies and risks with the ability to effectively translate them into scaled workflows that improve support and product experiences
  • Supports Program leadership managing operational governance
  • Manages program SLA KPIs
  • Manages the client relationship as the local point of contact
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Basic Qualifications:
  • 2 years of experience in customer support
  • 2 years of experience in team management
Preferred Qualifications:
  • Experience with analyzing data and making informed recommendations
  • Experience working with spreadsheets and excel
  • Ability to work cross functionally and across multiple time zones and functions
  • Previous experience of working in the media industry
  • Capability to troubleshoot equipment and technical issues
  • Bachelor's
Professional Qualifications:
  • Ability to work independently and solve partner issues without oversight
  • Excellent written and verbal communications skills
  • Standout executor with attention to detail, strong organizational skills, and ability to drive results
  • Excellent communicators who can listen carefully to a customer's questions, assess their needs and use the tools and resources at their disposal to address any concerns
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Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

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Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement .

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

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Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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Job ID: AccentureInc-9546344
Employment Type: Other