Customer Success & Platform Operations Specialist

Position Summary

Customer-focused, tech-savvy specialist serving as the primary point of contact and operational lead for three digital platforms: Scheduling, VR Training, and Peer-to-Peer (P2P) Scheduling. This role blends customer success, platform operations, training, and product liaison responsibilities, supporting internal teams and external healthcare providers (HCPs) while driving adoption, user experience, and continuous improvement.

Key Responsibilities

• Customer Success & Stakeholder Management
  Act as primary contact for internal users and external HCPs.
  Build relationships to drive platform adoption, satisfaction, and retention.
  Identify user needs and represent the voice of the customer.
  Serve as a trusted advisor and resource for end users, ensuring a positive customer experience.
  Support users ranging from field sales representatives to senior leadership and directors.

• Training and Adoption

  • Lead onboarding, training sessions, demonstrations, and user workshops.
  • Develop user guides, training manuals, job aids, and scalable learning materials.
  • Ensure consistent onboarding experience across regions.
  • Train users on platform functionality, best practices, and workflows.
  • Address user errors and usage questions while promoting self-service capabilities.
  • Drive user adoption and engagement through education and change management initiatives.

• Platform Operations & Support

  • Manage day-to-day platform operations.
  • Serve as the first point of contact for platform-related inquiries and user support.
  • Resolve user issues and process-related questions while partnering with IT for system-related defects and technical escalations.
  • Track and manage tickets for bugs, enhancements, and user feedback.
  • Maintain accessibility, user-friendliness, and alignment with business needs.

• Product Liaison & Continuous Improvement

  • Bridge business users and IT/development teams.
  • Translate user feedback into requirements and improvement opportunities.
  • Contribute to feature prioritization and product enhancements.
  • Gather and communicate user experience insights to development teams.
  • Participate in testing, validation, and rollout of new platform features and enhancements.
  • Advocate for end-user needs and drive continuous improvement initiatives.

• VR Platform Enablement

  • Support VR deployments and in-field activations.
  • Ensure proper setup and functionality of VR equipment.
  • Partner with commercial and education teams to drive usage.
  • Demonstrate VR platform capabilities to various stakeholder groups.

• Communications and Engagement

  • Manage newsletters and platform communications.
  • Promote updates, releases, and success stories.
  • Drive awareness and engagement initiatives.
  • Communicate platform enhancements, training opportunities, and best practices.
  • Support change management and user engagement campaigns.

• Compliance

  • Complete required training and adhere to all Safety, Health Care Compliance, and environmental standards.

Minimum Experience & Education

• Education:

  • Bachelor’s degree or equivalent experience.

• Experience:

  • 3–5 years of experience in customer success, customer support, platform operations, training, user enablement, or related roles.
  • Experience supporting internal and external customers in a technology-enabled environment.
  • Experience conducting user training, system demonstrations, onboarding, or learning program delivery.
  • Experience developing training materials, user guides, process documentation, or training manuals.
  • Experience working with IT and/or development teams, including Agile methodologies, ticketing systems, and requirements gathering.
  • Experience with SaaS platforms, scheduling tools, learning platforms, or digital ecosystems.
  • Healthcare, MedTech, life sciences, or professional education industry experience preferred.
  • Familiarity with VR/AR technologies preferred.

Skills & Competencies

• Strong customer service orientation with a passion for helping users succeed.

• Excellent communication, presentation, facilitation, and stakeholder management skills.

• High technical aptitude with the ability to quickly learn and navigate new systems.

• Ability to explain technical concepts to non-technical audiences.

• Strong problem-solving skills focused on user adoption and process improvement.

• Ability to identify, diagnose, and resolve user-related issues while appropriately escalating technical system issues.

• Comfortable presenting and demonstrating platforms to audiences ranging from sales representatives to senior leaders.

• Ability to translate business needs and user feedback into actionable requirements.

• Self-starter with strong organizational and prioritization skills.

• Ability to work independently in a fast-paced, multi-platform environment.

• Strong attention to detail and commitment to delivering an exceptional user experience.

Benefits

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.