Client Support Program Specialist

Marvel Marketers

7d

About The Position

This role is responsible for driving the adoption of newly launched budget management platforms for both external partners and internal business users. The specialist will serve as the primary liaison between external stakeholders, internal teams, and the product development organization. During the initial rollout, this individual will guide users through a pilot program and support the transition to broader platform adoption. Beyond launch, the role will continue to support ongoing platform enhancements, feature releases, and system integrations while helping ensure a positive user experience and sustained adoption.

Requirements

• Excellent verbal and written communication skills with the ability to present complex concepts in a clear, engaging, and user-friendly manner.
• Demonstrated ability to build relationships, foster trust, and support successful adoption across diverse stakeholder groups.
• Comfortable navigating evolving technology, learning new systems quickly, and supporting users through change.
• Ability to interpret platform data and help stakeholders understand how to use insights to inform business decisions.
• Strong organizational skills with the ability to manage multiple priorities, coordinate stakeholder communications, and document user feedback effectively.
• Experience creating clear, engaging training materials and documentation for software implementations or technology rollouts.

Nice To Haves

• People who want to learn, but are self-motivated to learn from their projects
• People who enjoy the really hard problems
• People who enjoy having too much vs. too little to do
• People who like creating from nothing (We still need a lot built to support our growth)
• People who understand how to build and maintain relationships with their coworkers and their clients
• People who like making others successful and understand the value of that as much as making themselves successful
• People who leave their egos at home and really enjoy working with other brilliant people

Responsibilities

• Facilitate onboarding sessions with external stakeholders to introduce the new platform and guide them through key functionality, including budget visibility, forecasting, and tracking funding requests.
• Train internal teams on platform capabilities, enabling them to confidently support external users and leverage platform insights to inform strategic conversations.
• Deliver a high-touch onboarding experience that promotes user confidence, engagement, and successful platform adoption.
• Serve as the voice of the user by collecting, documenting, and organizing feedback from both internal and external stakeholders.
• Track enhancement requests, usability feedback, and system issues throughout the pilot and post-launch phases.
• Partner with product and engineering teams to translate user feedback into actionable recommendations that support continuous product improvement.
• Develop comprehensive user enablement materials, including training guides, playbooks, knowledge articles, and instructional videos.
• Act as the subject matter expert (SME) by responding to user questions and troubleshooting platform issues through email, chat, and other support channels.
• Continuously update training materials to reflect new features and platform enhancements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed