Manage customer onboarding, engagement, training, and support for the Hatch platform. Define processes, collect feedback, analyze user engagement metrics, collaborate with product teams, and create scalable best practices to drive adoption and continuous value.
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
AHEAD is on the hunt for a dynamic and dedicated Platform Success Manager to amplify our unwavering commitment to clients. As a pioneering IT service provider, we pride ourselves on not only the solutions we deliver but also on the relationships we cultivate. Hatch, our IT procurement and lifecycle platform, has already transformed the landscape of IT asset and service lifecycle management. As we continue to innovate, the seamless integration and satisfaction of our customers remain paramount.
You’ll be helping define processes, create content, and establish best practices that will be ultimately used as we continue to scale up. Working directly with end users and the product team, you’ll provide feedback and insights into platform improvements and enhancements.
It’s not only critical that we grow initial customer adoption, but we must also continue to ensure that the platform continues to drive value across our customer’s entire IT organization. You’ll work firsthand with them, ensuring they have a seamless onboarding experience and remain engaged throughout their partnership with us. Your dedication to understanding their unique needs will be pivotal as you help them integrate Hatch into their operations and identify ways it can streamline their workflows. You’ll be responsible for continually measuring user and application engagement through our analytics platform and identifying opportunities for us to drive engagement further. This includes user onboarding, adoption, training, and support.
Roles & Responsibilities
- Customer Onboarding:
- Facilitate a smooth onboarding process for new customers.
- Develop and deliver onboarding materials, training sessions, and support resources.
- Customer Engagement:
- Proactively engage with customers to understand their needs and ensure continuous value from the Hatch platform.
- Conduct regular check-ins and business reviews with customers to assess satisfaction and identify improvement opportunities.
- Feedback and Improvement:
- Collect and analyze customer feedback to inform product improvements.
- Collaborate with the product team to prioritize and implement customer-driven enhancements.
- Process Development:
- Define and document onboarding and engagement processes.
- Create best practices and scalable solutions for customer success initiatives.
- Analytics and Reporting:
- Monitor and interpret user and application engagement metrics.
- Provide insights and reports to internal teams to drive product and service improvements.
- Training and Support:
- Develop and conduct training programs for customers to maximize platform adoption and utilization.
- Provide ongoing support and troubleshooting to ensure customer success.
Qualifications
- Proven track record of collaborating with customers to solicit and act upon feedback.
- Demonstrated ability to foster relationships and work closely with both technical and non-technical stakeholders.
- Well-organized and self-directing with the ability to create and communicate processes across both external and internal teams.
- Passion for problem-solving and a knack for spotting opportunities for optimization.
- Strong analytical skills with an ability to monitor and interpret user and application engagement metrics.
- Clear, empathetic, and effective communication skills.
- Driven by a genuine desire to help customers succeed and achieve their goals.
- Comfortable navigating and explaining technical platforms to a varied audience.
- Commitment to continuous learning and staying updated with industry best practices.
The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
USA Employment Benefits include:
- Medical, Dental, and Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave
- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
Use of AI:
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or to capture recordings and create transcriptions or summaries during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.
If you would like more information about how your data is processed, please refer to the Candidate Privacy Notice or contact us at [email protected].
You may opt-out of the review or analysis of your application and resume by AI tools by using the General Application. Please include the role you wish to apply for in the Additional Information field. You may also choose to opt-out of recording and transcription at any time, including after joining an interview. Candidates will not be penalized for choosing to opt-out.
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