Platform Science

Manager

• Pioneer the Workforce Strategy: Drive the strategic agenda for the global contact center network by maintaining expertise in best practices, leading innovation, and developing enterprise-wide workforce planning frameworks.
• Lead and develop WFM analysts in core functions: forecasting, scheduling, reporting, and real-time management, ensuring a balance of efficiency, service level, and financial impact.
• Lead change management initiatives for introducing WFM principles and tool transitions across various lines of business.
• Oversee reporting to ensure data accuracy and consistency, adapting to cloud software changes and balancing the needs for various Key Performance Indicators (KPIs).
• Maximize technology: Act as the system owner and Subject Matter Expert (SME) for key WFM tools, Assembled, Salesforce Omni-Channel, and Zoom Contact Center as well as help integrate WFM KPIs into other tools such as Domo.
• Drive the optimal use and integration of these WFM systems to maximize their effectiveness.
• Champion innovation in WFM technology, automation, and advanced reporting tools to enhance process efficiency and support better decision-making.
• Manage across complexity: Oversee multi-site operations, managing complexities like varied time zones, language requirements, and labor regulations.
• Coordinate workforce planning and maintain shared accountability for both internal teams and external BPO (outsourced) partners.
• Develop scalable strategies to adapt to changing business conditions, new software launches, or sales and product enhancement strategies.
• Collaborate cross-functionally with Operations, Training, HR, and Software Teams to define working processes and drive accountability.

Manager, Workforce Management

Customer Success Manager

• Act as a trusted advisor for assigned customer accounts and main touchpoint with various Platform Science customers throughout the post-sales customer lifecycle.
• Responsible for implementation and long-term account management working across multiple customer teams and with Platform Science Sales, Product Management, Support, and Executive Leadership.
• Facilitate Business Reviews (BR’s) with your customers
• Drive customer adoption of Platform Science solutions while ensuring long-term retention
• Work with internal teams sharing customer experiences to help drive product roadmaps
• Strong verbal and written communication skills including strong technical skills with experience documenting requirements, issues and outcomes
• Mentor and train our top customers with a deep desire to help them reach their business goals
• Monitor and identify customer health and utilization trends, provide recommendations based on risk and customers’ business needs
• Identify renewal risk and collaborate with internal teams to remediate and ensure successful renewal
• Effectively manage multiple projects and deadlines at the same time
• Communicate new solutions and innovation roadmap during Business Reviews with your customers
• Increase recurring revenue from your customers (applications, added subscriptions, etc)

Senior Customer Success Manager

Product Designer

• Lead the foundational UX and discovery process for new products and features, starting from the initial idea or business goal
• Partner closely with Product Managers and Engineering Leads to facilitate workshops, define scope, and map out strategic approaches to understand how the user experience will be defined
• Own the development of core UX artifacts: Define and document clear Jobs to be Done (JTBD), create detailed user flows, journey maps, and sitemaps, produce comprehensive wireframes and low-fidelity prototypes that explain the entire user experience
• Package and document your work into a complete "design blueprint" that clearly outlines the project's strategy, user experience, and specific tasks
• Hand off projects to our global product design teams, walking them through the strategy and requirements to ensure a smooth transition to execution
• Act as a strategic guide for the execution teams, answering questions and ensuring their high-fidelity work and user testing plans remain aligned with your foundational UX strategy.

Senior Product Designer, UX Strategy – Definition

Support Engineer

• Ongoing availability for walk-up questions for TSR department
• Monitor and coach to real-time queue health, focusing on incoming customer contacts, service levels, and agents productivity (assisting workforce analyst and managing queues)
• Assist in coordination efforts of service incidents
• Provide insights on real-time call volume trends as needed
• Documentation of walk-up topics to inform leaders and training team on trends for both new hire and ongoing continuation training opportunities for TSRs
• Supplemental training to TSRs based on walk-up trends, products, etc.
• Act as peer leader for other TSRs on their team, in coordination with Supervisors
• Additional tasks as assigned

Lead Technical Support Representative

Architect

• Serve as the technical champion and strategic compliance advisor for customers
• Utilize regulatory and technical subject matter expertise to communicate incremental value and to drive utilization of Compliance & Safety products to customer stakeholders
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Collaborate cross-functionally with Customer Success, Account Management, Product Management, and Engineering to be the voice of the customer and influence the product compliance roadmap
• Present ideas in a manner appropriate for the intended audience (technical and/or business) both in-person and over virtual communication
• Lead customer workshops and innovation sessions to explore new compliance use cases that drive business value to customers
• Participate in regular customer business review meetings (onsite & virtual)
• Assist in defining customer engagement models, escalation procedures, and success metrics to measure impact
• Identify and implement tools, dashboards, and automation to streamline customer interactions, engagement and reporting

Senior Technical Success Architect

Compliance

• Develop, own, and execute the product roadmap for all compliance-related features, including ELD/HOS, DVIR, IFTA, and emerging regulations.
• Serve as the internal and external subject matter expert on fleet compliance, staying ahead of regulatory changes from the FMCSA, DOT, and other governing bodies.
• Conduct in-depth market research, customer interviews, and competitive analysis to identify customer pain points and uncover new product opportunities.
• Define and articulate a clear product vision, and establish key performance indicators (KPIs) to measure success.
• Translate product strategy into detailed requirements, user stories, and acceptance criteria for our engineering teams.
• Collaborate closely with engineering and UX/UI design in an agile environment to ensure the timely and successful delivery of high-quality, user-centric solutions.
• Manage the entire product lifecycle, from initial concept and discovery through development, launch, and post-launch iteration.
• Partner with marketing, sales, and customer success to develop and execute effective go-to-market strategies, including pricing, positioning, and sales enablement.
• Act as the primary bridge between technical teams and business stakeholders, effectively communicating product plans, technical trade-offs, and project status.
• Engage directly with customers to gather feedback, validate product concepts, and build a community of advocates.
• Support the sales and customer success teams as the go-to product expert on customer calls, in product demonstrations, and for regulatory inquiries.

Senior Manager, Product – Compliance

Customer Support

• Diagnose and troubleshoot technical issues, including heavy android application support
• Track calls to resolution, within agreed time limits
• Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)
• Provide prompt and accurate feedback to customers and log cases in Salesforce
• Document technical knowledge in the form of Knowledge Base articles within Salesforce
• Maintain courteous and professional relationships with clients
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Gather customer feedback and document using company tools