Platform Management & Ops Specialist

Activate Care•Boston, MA

13d

About The Position

At Activate Care, we’re on a mission to improve health equity and drive improved health outcomes across the country. Our Community Care Record platform enables healthcare and community organizations to coordinate care for populations challenged with health-related social needs. Path Assist is our tech-enabled community health worker program for HRSN utilizing an evidence-based, structured intervention. Our goal is simple: increase health confidence, improve self-efficacy, and reduce inappropriate healthcare spend. 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! We have three core product lines: CareLink - A software-as-a-service (SaaS) platform used by healthcare professionals and community-based organizations to coordinate care across multiple settings Path Assist - An evidence-based, structured intervention designed to improve the lives of individuals with health-related social needs (HRSNs) by pairing them with highly skilled community health workers enabled by our CareLink platform. Community Health Equity Projects (CHEP) - Mixed-methods research projects that leverage quantitative and qualitative data to advance health equity by understanding barriers and facilitators to care in a region.

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.

Responsibilities

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.
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.
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.
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.