Demand Operations Support Specialist

hace 4 semanas

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

As a Demand Operations Support Analyst at Board International, you will play a crucial role in the Demand Operations team as part of a wider GTM Operations. Your primary responsibility will be to provide business process and administrative support for demand operations capabilities, ensuring smooth operation and adoption by business users.

Key Responsibilities

• User Assistance and Support: Respond to user inquiries and address questions and issues related to demand management processes and tools via a ticketing system.
• Basic Troubleshooting: Diagnose and resolve common issues with GTM systems and related business processes, providing immediate support to minimize disruptions.
• Escalation: 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.
• Routine Maintenance: 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.
• Generating Reports: 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.
• Logging Interactions: 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.
• Addressing Discrepancies: 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.
• Participating in Testing: Assist 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.

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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