Platform Success Managers

Description

Responsibilities of a Platform Success Manager:

Support and drive digital portal experience for specific product area(s):

• Collaborate with the development team and architects on deployments and maintenance; perform technical unit and user acceptance testing
• Establish a clear set of KPIs for driving adoption and engagement on the platform
• Assist customers and sales org as needed with platform support (including demos) and escalations
• Communicate enhancements back to the organization and/or to partners to drive adoption
• Capable of regularly learning new technologies as the market demands while managing the workload of consistent high-profile project deliverables
• Keep up to date with emerging digital media behavior, trends, and technologies; provide guidance for new tools and technologies as they emerge
• Analyze platform metrics to identify trends and enhancement opportunities
• Partner with web content manager to identify partner needs for updated platform content to assist the buying journey
• Partner with Change Management Team to identify smart walk-through content needs; works with key stakeholders and leadership for review/approvals
• Provide regular updates to leadership, demonstrate strong time management and project management skills, and manage key events and initiatives
• Develops a solid understanding of legacy systems and their impact to digital platforms for troubleshooting escalations 

Qualifications:

• 3-5 years of experience with web and/or eCommerce platform support
• Experience in customer service or customer success position strongly preferred
• Exceptional ability to communicate and foster positive business relationships
• Accountability and personal organization are essential
• Ability to establish milestones and collaborate with key stakeholders to achieve milestones
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Our offices are now open following a hybrid work model for our office associates. As part of this approach, we will host some of our interviews on-site and some will continue to be conducted virtually over the phone or through video. As a part of our COVID-19 Safety measures, we will be requesting information around your vaccination status, if you are hired as an Ingram Micro/Ingram Micro Cloud associate.

Ingram Micro is an inclusive Equal Employment Opportunity employer, with a focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.