Demand Operations Support Specialist
hace 4 días
We are seeking a highly skilled Demand Operations Support Specialist to join our team at BOARD Deutschland GmbH. As a key member of our Demand Operations team, you will play a crucial role in providing 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 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Work closely with other demand ops team members to ensure cohesive support efforts.
- Keep users informed about updates, changes, and best practices.
- 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.
- 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).
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