Platform Management & Ops Specialist

About the role

We are hiring a passionate and customer-centric Platform Management & Operations Specialist to join our growing team. The role involves working collaboratively across many teams, including customer success, product/engineering, analytics, marketing, and contracting. Must have exceptional customer service skills, strong communication, organization & time management, results driven, a love for data, and a high degree of attention to detail!

Responsibilities

• 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.
• Aid customers with product onboarding, implementation, and efficient and effective usage of the platform, including platform optimization and process improvements.
• Aid 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.
• 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.

Qualifications & Skills

• 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.