Platform Management, Ops Specialist
Activate Care
full-time
Posted on:
Location Type: Remote
Location: Massachusetts • United States
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About the role
- Growing Carelink: You will be one of the primary points of contact for our customers, providing exceptional support, enabling customer success via platform management, supporting the helpdesk and contributing to the ongoing improvement of our Carelink product.
- Building operational excellence: You will enable operational excellence across the organization working at the intersection of project management, data, and performance improvement.
- * Platform Management:*
- Provide Demos to support the sales cycle.
- Assist customers with product onboarding, implementation, and efficient and effective usage of the platform, including platform optimization and process improvements.
- Assist customers to adopt process changes and new features.
- Run regular platform management meetings with customers (users) and related vendors.
- Proactively identify, understand, address customer needs and pain points.
- Educate customers on best practices for utilizing our product to achieve their business goals.
- Provide prompt and effective technical support to customers via email, phone or video.
- *Helpdesk:*
- Manage the day-to-day operations of the customer support helpdesk, including tracking and prioritization of customer support tickets.
- Monitor key performance indicators (KPIs) related to customer support and identify trends and patterns in customer support requests to inform product improvements.
- Create and maintain comprehensive knowledge base articles and FAQs.
- *Product Support: *
- Work with product to provide feedback on areas for product improvement, prioritize and advocate for customer-driven product enhancements.
- Translate customer needs into actionable product requirements and participate in product roadmap planning and release cycles.
- *Operational Excellence: *
- Run projects using best practices, including driving appropriate analyses/ research, meeting project goals, managing timelines, and working with leadership to implement new processes, technology, or strategies successfully.
Requirements
- Bachelor’s degree in a relevant field (business, marketing, communications, etc.)
- Looking for someone who knows their way around technology.
- 4+ years working in a customer-facing role (e.g., customer service, account management, sales).
- Working knowledge of project management techniques and best practices.
- Comfortable presenting content including data to both internal and external stakeholders.
- Ability to understand, communicate, work effectively and respectfully with stakeholders.
- *Nice to Haves:*
- Prior experience working with SaaS products or in a SaaS environment is highly beneficial.
- Project Management Certifications, Customer Success Certifications.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementplatform managementcustomer supportdata analysisprocess improvementtechnical supportproduct onboardingproduct implementationKPI monitoringSaaS
Soft Skills
customer successcommunicationinterpersonal skillsproblem-solvingpresentation skillsstakeholder managementorganizational skillsleadershipcollaborationadaptability
Certifications
Project Management CertificationCustomer Success Certification