Demand Support Lead

**Summary**:The 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-Hybrid****Location**: Mexico City**Key Responsibilities**- Lead 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.**Education**- Bachelor’s degree- English Advanced Proficiency**Experience**- Minimum 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 resolution- Exposure 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.- Experience within the pharmaceutical marketing industry in various capacities**Skills**- Demonstrated excellence in training and communication skills- Proven track record of collaboration with cross-functional teams, particularly experience w/ Technology & Product teams- Knowledge of pharma marketing creative & strategic deliverables, and SOW/scoping process- Familiarity with and adaptability to new-generation technologies and trends (Gen AI and Agentic AI) is an added advantage**Commitment to Inclusion**Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.DivisionUSBusiness UnitUniversal Hierarchy NodeLocationMexicoSiteINSURGENTESCompany / Legal EntityMX06 (FCRS = MX006) Novartis Farmacéutica S.A. de C.V.Functional AreaMarketingJob TypeFull timeEmployment TypeRegularShift WorkNo**Ajustes de accesibilidad**: