Product Operations Administrator
3 days ago
**_Product Operations Administrator_**
**_Harrogate_**:**_
WHO WE ARE_**
FinancialForce delivers the #1 professional services automation (PSA) and the only customer-centric ERP solution. We accelerate business value with comprehensive best practises and the most intelligent analytics—all on the leading business cloud platform from Salesforce.
FinancialForce knows that each individual brings something special to the team, exemplifying a diverse and inclusive work environment. We embrace your authenticity and encourage our employees to “Bring Yourself” to work every day
**_
THE ROLE_**
The Product Operations Administrator will report to the NPI & Release Director and will be based in the FinancialForce Harrogate office. You will play an active role in the Continuous Update Program (CUP), ensuring customers have the latest version of their chosen FinancialForce products as well as answering questions and resolving minor problems raised by customers or colleagues, relating to the CUP.
The primary function of the role is to assist with customer communications relating to upcoming product updates. The role will also ensure that internal records are kept up to date in relation to contact information, schedule allocations and customer requests to opt out of upcoming updates.
**_
WHAT YOU WILL DO IN THIS ROLE_**
Monitor and process google form submissions relating to opt out requests and schedule reallocation request from customers
- Update customer contact information on the FinancialForce CRM system
- Update information relating to customer environments that will be receiving product updates
- Monitor customer cases and responding to minor queries raised
- Provide regular updates on customer cases to keep customers informed of the progress of product updates
- Assist with the scheduling and monitoring of service pack and major product updates
- Escalate any customer update issues immediately so they can be dealt with by the onboarding and support team in an efficient and timely manner
**_
WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE_**
- Proven and effective organisational skills
- Ability to multi-task with little supervision
- Excellent communication skills (both written and verbal)
- Competent use of Google Suite (Docs, Sheets, Forms) or Microsoft Office (Word, Excel)
- Strong collaborator and team player
**_
WHAT ELSE WOULD BE GREAT_**
Previous Customer Service / Support experience within a business to business environment
- Proven ability to troubleshoot issues quickly and effectively
- Experience of FinancialForce Applications#LI-RW1
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