客户平台管理员
Customer Platform Administrator
职位概述
平台管理员作为ServiceChannel客户的可信顾问和技术管理员，确保平台配置得到维护、优化，并与业务需求保持一致。该职位与客户、设施协调员、客户成功团队、产品管理及支持团队紧密合作，以实施配置更改、支持平台增强功能并推动ServiceChannel功能的采用。该职位负责管理配置、用户管理、客户请求的更新以及关于平台性能和增强功能的沟通。
主要职责
客户平台管理
- 根据客户需求配置和维护ServiceChannel平台设置。
- 修改和管理用户访问权限、权限和管理设置。
- 在批准的平台模块内实施客户请求的更新。
- 维护仪表板设置、工作流程和问题列表配置。
客户咨询与支持
- 作为平台管理请求的主要联系人。
- 审阅客户增强请求并与内部相关方协作评估解决方案。
- 向客户提供增强请求和平台计划的更新。
- 向客户和内部相关方传达ServiceChannel系统性能问题和平台更新信息。
配置管理
支持以下方面的配置和管理：
- 地点与供应商分配
- 资产管理
- 制冷剂追踪
- 场地规划
- 库存
- 项目
- 供应经理
- 预防性维护配置
- 营业时间设置
- 发票和提案工作流
- 自动发票审批流程
- 仪表板管理
- 问题列表配置
跨职能协作
- 与客户成功经理、产品团队、支持团队和设施协调员合作，提供客户解决方案。
- 参与与平台管理和优化相关的客户会议。
- 记录平台变更并维护配置记录。
- 向领导和技术团队适当上报问题和风险。
任职要求
所需条件
- 2年以上SaaS管理、客户支持、系统管理、设施管理技术或相关领域经验。
- 有管理面向客户的科技解决方案的经验。
- 具备较强的分析能力和故障排除能力。
查看英文原文
Position Summary
The Platform Administrator serves as a trusted advisor and technical administrator for ServiceChannel customers, ensuring platform configurations are maintained, optimized, and aligned to business requirements. This role partners closely with customers, Facility Coordinators, Customer Success, Product Management, and Support teams to implement configuration changes, support platform enhancements, and drive adoption of ServiceChannel capabilities. This position is responsible for administrative configuration, user management, customer-requested updates, and communication regarding platform performance and enhancements.
Key Responsibilities
Customer Platform Administration
- Configure and maintain ServiceChannel platform settings based on customer requirements.
- Modify and manage user access, permissions, and administrative settings.
- Implement customer-requested updates within approved platform modules.
- Maintain dashboard settings, workflows, and issue list configurations.
Customer Consultation & Support
- Serve as the primary point of contact for platform administration requests.
- Review customer enhancement requests and collaborate with internal stakeholders to evaluate solutions.
- Provide customers with updates on enhancement requests and platform initiatives.
- Communicate ServiceChannel system performance issues and platform updates to customers and internal stakeholders.
Configuration Management
Support configuration and administration within:
- Locations & Provider Assignments
- Asset Management
- Refrigerant Tracking
- Site Planning
- Inventory
- Projects
- Supply Manager
- Preventative Maintenance configuration
- Business Hours settings
- Invoice and Proposal workflows
- Auto Invoice Approval processes
- Dashboard administration
- Issue List configuration
Cross-Functional Collaboration
- Partner with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to deliver customer solutions.
- Participate in customer meetings related to platform administration and optimization.
- Document platform changes and maintain configuration records.
- Escalate issues and risks appropriately to leadership and technical teams.
Qualifications
Required
- 2+ years of experience in SaaS administration, customer support, system administration, facility management technology, or related fields.
- Experience managing customer-facing technology solutions.
- Strong analytical and troubleshooting skills.
- Ability to manage multiple priorities and customer requests simultaneously.
- Excellent written and verbal communication skills.
- Experience working with cross-functional stakeholders.
Preferred
- ServiceChannel platform experience.
- Zendesk experience.
- Knowledge of facilities management workflows.
- Experience with workflow automation and business process optimization.
- Experience supporting enterprise customers.
Success Measures
- Customer satisfaction and platform adoption
- Configuration accuracy and quality
- Request turnaround time
- SLA adherence
- Reduction in configuration-related escalations
- Customer retention and expansion support
Stakeholder satisfaction
Originally posted on Himalayas