Platform Management & SaaS Specialist

Activate Care • Boston, MA

1d

About The Position

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, naturally curious with a strong drive to identify and solve problems, results-driven, a love for data, and have a high degree of attention to detail!

Requirements

• Bachelor’s degree in a relevant field (business, marketing, communications, etc.)
• 4+ years working in a customer-facing role (e.g., customer service, account management, sales).
• Comfortable learning and adapting to technology changes
• 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.
• Ability to balance focus between urgent and unplanned customer needs with long-term strategic projects.
• Intrinsic sense of curiosity and a drive to explore, understand, and persevere with unknowns or ambiguous situations regarding customer issues.

Nice To Haves

• Prior experience working with SaaS products or in a SaaS environment is highly beneficial.
• Project Management Certifications, Customer Success Certifications.

Responsibilities

• Customer Success via Helpdesk Management: Deliver timely and efficient technical assistance to clients through email, telephone, or video conferencing. Oversee daily helpdesk activities, ensuring support tickets are accurately tracked and prioritized. Analyze support request trends and monitor performance metrics to guide future product enhancements. Develop and update detailed FAQs and knowledge base documentation. Detect and report software defects to the engineering and QA departments by performing thorough investigations and communicating the commercial significance of each issue with empathy for the user's experience.
• Pursue Operational Excellence via miscellaneous project management Follow project SOP’s and best practices, including driving appropriate analyses/ research, meeting project goals, managing timelines, and working with leadership to implement new processes, technology, or strategies successfully. E.g. Support growth initiatives: e.g. prepare for and support Demos to support the sales cycle. E.g. Conduct NPS Survey (Quarterly): Set- up and scoring requires high attention to detail and the ability to work within several software products (SurveyMonkey, HubSpot, Sheets). Follow-up requires a strong sense of customer empathy and the ability to separate product “signal” from anecdotal “noise”. E.g. Newsletter (Quarterly): Gather topics and sources from multiple teams to generate a user-focused product newsletter that provides value to the reader and satisfies the communication needs of all stakeholders. Requires collaboration and clear communication skills tied to a strong sense of what the users will find most helpful.
• Customer Advocacy via Product Collaboration: Assist customers in adopting process changes and new features. Proactively identify, understand, and address customer needs and pain points. Work with the product team to provide feedback for platform 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. User Acceptance Testing: Thoroughly test bug repairs and new features from the perspective of multiple user personas.
• Customer Success via Onboarding and Account Management: Support customer onboarding and implementation while driving optimal platform utilization through process refinement and optimization. Facilitate the adoption of new platform features and workflow adjustments for customers. Facilitate routine account management sessions involving users, administrators, and relevant third-party vendors. Identify and resolve customer pain points proactively by gaining a deep understanding of their specific needs. Guide customers on product best practices to ensure they reach their strategic business objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level