Demand Operations Support Specialist

hace 4 semanas

Madrid, Madrid, España Board A tiempo completo
Job Title: Demand Operations Support Specialist

At Board, we're looking for a skilled Demand Operations Support Specialist to join our team. As a key member of our GTM Operations team, you'll play a crucial role in providing business process and administrative support for demand operations capabilities.

Key Responsibilities:

User Assistance and Support:

Respond to user inquiries and address questions related to demand management processes and tools via a ticketing system.

Diagnose and resolve common issues with GTM systems and related business processes, providing immediate support to minimize disruptions.

Escalate complex or unresolved requests to higher-level support, ensuring timely and effective resolution.

System Configuration and Maintenance:

Assist users with initial system setup, template creation, and tasks such as sales/marketing cadences/campaigns creation and list building.

Perform regular maintenance tasks to ensure optimal configuration and performance of the demand operations systems.

User Onboarding & Enablement:

Guide new users through the setup and basic use of demand operations systems.

Conduct 'how-to' sessions, share best practices, and create instructional materials to help users effectively utilize system features.

Monitoring and Reporting:

Monitor user activity, capabilities adoption, and system performance to proactively identify potential issues and develop improvement initiatives.

Create reports to provide insights and track performance.

Documentation and Knowledge Management:

Support development and maintenance of user guides, FAQs, and knowledge base articles to address common queries and document processes.

Document all user interactions, issues, and resolutions in a ticketing system for future reference and analysis.

Data Quality and Integrity:

Assist with data entry, cleanup, and integrity checks to ensure accurate and reliable data across the demand operations systems.

Identify and resolve data discrepancies and inconsistencies within the systems.

User Feedback and Capabilities Improvement:

Collect user feedback on demand operations processes and systems.

Relay user needs and pain points to the Demand Operations Field Support Supervisor to inform improvements and enhancements.

Participate in testing new processes, system enhancements, and new feature rollouts.

Collaboration and Communication:

Work closely with other demand ops team members to ensure cohesive support efforts.

Keep users informed about updates, changes, and best practices.

Continuous Improvement:

Stay updated on the latest features, updates, and best practices for each system in the technology stack.

Participate in ongoing training and development opportunities to enhance knowledge and skills related to demand operations capabilities and user support.

Requirements:

Strong understanding of GTM platforms such as Demandbase, Salesloft, Seismic, Ombud, LinkedIn Sales Navigator, Salesforce, ZoomInfo, D&B Hoovers, Marketo, or similar systems.

Previous experience in a similar support role within a revenue operations or marketing and sales operations team.

Foundations of demand management and understanding of how revenue operations and marketing and sales organisations operate.

Commitment to providing excellent support and service to end-users.

Excellent verbal and written communication skills to effectively support users.

Strong troubleshooting and problem-solving abilities.

Ability to analyze data and provide actionable insights.

Ability to manage multiple tasks and adapt to changing priorities.

Fluency in English (mandatory)

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