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Demand Operations Support Specialist

hace 2 meses


Madrid, Madrid, España Board A tiempo completo
About the Role

We are seeking a highly skilled Demand Operations Support Specialist to join our team at Board. As a key member of our GTM Operations team, you will play a crucial role in providing business process and administrative support for demand operations capabilities.

Key Responsibilities
  • User Assistance and Support:
    • Respond to inquiries and address user questions and issues 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.
    • Evaluate and 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 up-to-date with 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
  • Technical Proficiency: Strong understanding of GTM platforms such as Demandbase, Salesloft, Seismic, Ombud, LinkedIn Sales Navigator, Salesforce, ZoomInfo, D&B Hoovers, Marketo, or similar systems.
  • Experience: Previous experience in a similar support role within a revenue operations or marketing and sales operations team.
  • Knowledge: Foundations of demand management and understanding of how revenue operations and marketing and sales organisations operate.
  • Customer Service Orientation: Commitment to providing excellent support and service to end-users.
  • Communication Skills: Excellent verbal and written communication skills to effectively support users.
  • Problem-Solving Skills: Strong troubleshooting and problem-solving abilities.
  • Analytical Skills: Ability to analyze data and provide actionable insights.
  • Adaptability: Ability to manage multiple tasks and adapt to changing priorities.
  • Language Skills: Fluency in English (mandatory)