Tools Administrator, Customer Success

About the team

We’re hiring a Customer Success Tools Administrator whose mission will be to enable Adformers to get the most out of Customer Success Tools and as we grow, other potent. Platforms supporting Adformers to deliver a break-through customer experience. As a Platform Administrator you are our vital bridge between end-users and technology. You will directly impact Adform’s 3rd Party Tool Footprint and provide support to the organization through the customization and configuration of our tools. In this role you will work closely with our Business Systems Analysts and stakeholders to manage our customer success database and reporting. Additionally, the Platform Administrator will provide administrative support to our Farming Teams and coordinate related projects as assigned. This role is an important piece of Adform’s customer-centric strategy!

Main responsibilities:

  • Responsible for the configuration of the Customer Success Tool environment
  • Configuration and SetUp of complex (Data) Rules in close consultation with Product Owners
  • Manage platform configurations as well as the implementation of new solutions, including design, testing and continuous improvements
  • Coordinate internally to help identify the sources, metrics, frequency, and granularity of data
  • Configuration and Deployment of our Customer Success Tool Functionalities
  • Manage user accounts, groups and security settings in Customer Success Tool
  • Maintain and customize Service Cloud applications
  • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
  • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
  • Maintain database for integrity and accuracy including cleansing and duplicate record management.

We expect you are/you have:

  • Bachelor’s degree or compensating work experience
  • Formal and Gainsight certification is a plus
  • Demonstrated understanding of and experience with CSM Tool architecture and API
  • Hands-on experience with Master Data Management (full lifecycle gathering requirements, choosing/implementing tool, building solutions)
  • Experience with integrations and knowledge of integration patterns
  • Excellent critical thinking skill and ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Understands object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs)
  • Familiar with reviewing and understanding data used to build dashboards and reports
  • Excellence in providing end user support
  • Competency in Microsoft applications incl. MS Suite (Sharepoint, Confluence, Draw.IO)
  • Excellent planning, organizational, and time management skills

We promise:

  • Open & friendly environment: informal style of leadership and constant support from your colleagues
  • Learning & Development opportunities and internal career development
  • Attractive medical insurance package
  • Multisport card or My Benefit cafeteria
  • Yoga classes in the office (paid by Adform)
  • Office at convenient location (by Metro Politechnika station)