Position Title: Platform Implementation Specialist
Status: Exempt
Department: Operations
Reports to: Operations Manager
Location: Mission, KS/Hybrid
Purpose/Goals
This position is responsible for guiding new customers through the initial stages of using the platform, ensuring smooth and successful implementation. They educate clients by providing initial and ongoing platform training, engagement strategies and issue resolution. Acts as a bridge between the client and the platform, ensuring a positive and successful initial experience that leads to long-term client satisfaction and engagement.
Responsibilities:
- Facilitate the process of initial setup and implementation of the platform.
- Understand the product thoroughly and be able to answer client questions, provide guidance, and troubleshooting issues.
- Conduct product tours, demos, and other forms of training to help clients learn how to use the product effectively.
- Communicate effectively with clients, sales, marketing, platform engineering, and support teams, ensuring alignment and providing feedback.
- Collect client feedback to continuously improve the onboarding process.
- Collaborate with the Platform Technical Support Specialist to collect customer feedback and analyze support trends to identify areas for product improvement.
- Develop and maintain onboarding processes, resources, and documentation.
Skills/Abilities:
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Strong customer service and communication skills are essential for providing support and building rapport with customers.
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Ability to understand and troubleshoot technical issues related to the platform.
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Ability to identify and resolve customer problems effectively.
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In-depth knowledge of the platform and its features.
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Excellent written and verbal communication skills for interacting with customers and internal teams.
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Previous experience in customer service, onboarding, or customer success roles, especially in an educational learning management environment.
Physical Requirements
- This role requires the ability to communicate and lift up to 25lbs.
Work Environment
- This role works in a hybrid work arrangement. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
