Platform Success Specialist

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

We are looking for someone who loves solving problems, creating plans, and understanding how software and technology can drive business goals. As a Platform Success Specialist, you will help facilitate the proper adoption and usage of IntouchCX products. Working closely with the product owners, you will be the designated expert on the team in developing pilot plans for new products and features. You will also be responsible for implementing those plans and ensuring the overall rollout success of a new feature.

As Platform Success Specialist, You Will…

• Support the Product Team with the Implementation of new products and features.
• Ensure the product roadmap aligns with the needs of the business.
• Use your understanding of the business to develop pilot plans.
• Act as a point of contact for end users during the implementation of new features.
• Create training and communications for new features and improvements.
• Gather and action feedback from end users.
• Provide support to end users during the implementation process.
• Request ideas for new features and improvements.
• Recommend when to iterate, when to innovate, and how to best report data-informed implementation metrics to support the direction of the product.
• Flag bugs and business logic errors to the developers and product owners.
• Communicate updates and fixes to users, including any required temporary workarounds.
• Encourage the use of support channels and identify the need for any needed updates to product support.
• Measure proficiency and usage of IntouchCX products by users and develop/execute plans to work to improve those metrics.
• Work closely with developers and product owners to understand how the products work, how they are changing, and what is in development.
• Document process and feature support for handoff to the service desk.
• Communicate with stakeholders and users at all levels.
• Advocate for our users to ensure the products are developed to best serve their day-to-day needs.

As Platform Success Specialist, You Need…

• Post-secondary degree or similar is preferred.
• 3+ years of operational experience is an asset.
• Knowledge of contact center operations, with a preference for those familiar with the IntouchCX business.
• Excellent communication skills, both written and oral.
• Exceptional organizational and time management skills, including working on multiple concurrent projects.
• Ability to work toward and achieve goals independently.
• Ability to create and implement change and innovation in a global setting.
• Motivation to help others thrive at work and to maintain a positive attitude.
• Ability to work in a fast-paced, ever-changing environment while maintaining accuracy and timeliness.
• Possessing leadership skills with the ability to negotiate, gain credibility with stakeholders, and help prioritize business needs.