Platform Management & Operations Specialist

Job Description

About Activate Care:

Activate Care is a mission-driven leader in proactive social risk management solutions. We help communities across America address social drivers of health (SDOH) and create better whole-person care by leveraging our experience in designing and implementing innovative care models enabled by our cloud-based care management platform.

We have three core product lines: 

• CareLink - A software-as-a-service (SaaS) platform used by healthcare professionals and community-based organizations to coordinate care across multiple settings
• Path Assist - An evidence-based, structured intervention designed to improve the lives of individuals with health-related social needs (HRSNs) by pairing them with highly skilled community health workers enabled by our CareLink platform.
• Community Health Equity Projects (CHEP) - Mixed-methods research projects that leverage quantitative and qualitative data to advance health equity by understanding barriers and facilitators to care in a region.

About the Role: 

We are hiring a passionate and customer-centric Platform Management & Operations Specialist to join our growing team. The role involves working collaboratively across many teams, including customer success, product/engineering, analytics, marketing, and contracting.  Must have exceptional customer service skills, strong communication, organization & time management, results driven,  a love for data, and a high degree of attention to detail!

In this multifaceted role, there are 2 main areas of focus:

1. Growing Carelink: You will be one of the primary points of contact for our customers, providing exceptional support, enabling customer success via platform management, supporting the helpdesk and contributing to the ongoing improvement of our Carelink product. 
2. Building operational excellence: You will enable operational excellence across the organization working at the intersection of project management, data, and performance improvement.

Responsibilities: 

Platform Management: 

• Provide Demos to support the sales cycle. 
• Assist customers with product onboarding, implementation, and efficient and effective usage of the platform, including platform optimization and process improvements.
• Assist customers to adopt process changes and new features.
• Run regular platform management meetings with customers (users) and related vendors.
• Proactively identify, understand, address customer needs and pain points.
• Educate customers on best practices for utilizing our product to achieve their business goals.
• Provide prompt and effective technical support to customers via email, phone or video. 

Helpdesk:

• Manage the day-to-day operations of the customer support helpdesk, including tracking and prioritization of customer support tickets.
• Monitor key performance indicators (KPIs) related to customer support and identify trends and patterns in customer support requests to inform product improvements.
• Create and maintain comprehensive knowledge base articles and FAQs.

Product Support: 

• Work with product to provide feedback on areas for product improvement, prioritize and advocate for customer-driven product enhancements.
• Translate customer needs into actionable product requirements and participate in product roadmap planning and release cycles.

Operational Excellence: 

• Run projects using best practices, including driving appropriate analyses/ research, meeting project goals, managing timelines, and working with leadership to implement new processes, technology, or strategies successfully.

Requirements

Qualifications & Skills:

• Bachelor’s degree in a relevant field (business, marketing, communications, etc.) preferred
• 4+ years working in a customer-facing role (e.g., customer service, account management, sales).
• Must be technology savvy, intermediate level or above
• Working knowledge of project management techniques and best practices.
• Comfortable presenting content including data to both internal and external stakeholders.
• Ability to understand, communicate, work effectively and respectfully with stakeholders.

Nice to Haves:

• Prior experience working with SaaS products or in a SaaS environment is highly beneficial.
• Project Management Certifications, Customer Success Certifications.

Diversity & Inclusion:

At Activate Care, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, military, and veteran status, and any other characteristic protected by applicable law. Activate Care believes that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

The Company will not sponsor applicants for work visas at this time.