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Title
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Responsibilities
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|---|---|
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Executive Sponsor
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Executive-level sponsor responsible for championing Zinc and ensuring adoption.
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Program Owner
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Key contact who ensures a successful Zinc launch.
• Champions the project and validates decisions.
• Primary contact for the Zinc Customer Success team.
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Project Manager
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Works closely with the Program Owner.
• Develops communication plans and testing and training strategies.
• Helps resolve project issues and escalates within the customer organization as needed.
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IT Support
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Handles external directory integration setup and configures other security and privacy integrations needed for Zinc to function properly.
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Administrators
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Users who have Organization Admin access in Zinc and who se tup and maintain Official Groups and user memberships.
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Team Leads/Trainers
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Zinc experts within the customer organization, who typically are Administrators as well and who help teams learn how to use the app.
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Challenges
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Solutions
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|---|---|
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Teams have fragmented conversations across email and phone.
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Centralize communications on a standard platform.
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Resolution time for customer issues is too long.
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Send targeted communications to the groups with the right knowledge to resolve issues.
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Employee onboarding is disorganized,
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Create flexible groups designed to co-locate information and achieve objectives.
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Hold times for internal technician support are too long.
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Establish immediate lines of communication to people with the right knowledge.
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No way to distribute and measure engagement for critical information.
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Share urgent information in real time and ensure accountability with engagement analytics.
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