Platform Experience Specialist

Our Culture Quantum Metric's number one objective is happy people, diverse and inclusive culture.  We're passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose.  
As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Hispanic, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds.    We are also passionate about the connections we build with our customers. You'll not only work with some of the world's most recognized brands, but build lasting relationships.
At Quantum Metric we value all types of experience and education and don't expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity.
About the Role The Platform Experience Specialist plays a critical role in ensuring that new customers quickly realize value from the Quantum Metric platform by establishing foundational user interface configurations that drive adoption from the very start of onboarding. Although not directly customer-facing, this role partners across teams to design, configure, and optimize the platform experience, enabling customer-facing teams to deliver seamless, impactful engagements.
This role requires proficiency in the Quantum Metric platform to build out individual digital properties, including key components such as individual workspaces with optimal segmentation, navigation, dashboards, and alerts. The Platform Experience Specialist plays a pivotal role in delivering the first measurable and tailored insight to set the engagement up for ongoing success as the Business Consultant assumes ownership after implementation is complete.
In addition to onboarding implementation, the Platform Experience Specialist will contribute to broader platform experience initiatives, including tailored vertical audits that establish consistent, standardized structures across the platform and ensure scalability of best practices. Responsibilities

• Drive Successful Onboardings: Own the initial phase of onboarding digital properties for new and existing customers, ensuring their Quantum Metric partnership is positioned for long-term success and rapid time to value.
• Implement Optimal Subscription Configurations: Implement standardized best practices across workspace design, roles and permissions, navigation, dashboards, interactions projects, alerts, and reports, tailoring each digital property's setup to industry-specific needs and best practices.
• Provide Early, Actionable Insights: Provide meaningful, data-driven insights post-deployment to spark customer excitement and demonstrate tangible business value early in the partnership.
• Track and Monitor Onboarding Progress: Manage all onboarding tasks through GuideCX, driving accountability and visibility while achieving internal goals from production deployment to first insight delivery.
• Ensure Quality and Best Practice Alignment: Validate that all expected industry events are firing correctly, audit any proof of concept configurations for alignment to best practices, and partner with Implementation Engineers to remediate gaps.
• Innovate and Enhance Onboarding Processes: Proactively improve onboarding content, tools, and team processes, contributing new approaches to leverage Quantum Metric technology and addressing emerging customer use cases.
• Support Large-Scale Optimization Initiatives: Assist the team with high-impact subscription optimization projects across the existing customer base. Provide overflow capacity by preparing behind-the-scenes analyses to support Business Consultants with insight discovery for upcoming enablement sessions.
• Enable and Upskill the Team: Act as a subject matter expert on digital property onboarding, educating new hires, leading training sessions, sharing knowledge in team forums, and partnering with account teams to ensure customer requirements are consistently met.

Requirements

• Experience & Background: 1+ years in a digital analytics role, with knowledge across multiple industries and an understanding of how use cases translate to optimal UI setup.
• Analytical Expertise: Demonstrated ability to work with large, complex, quantitative datasets to uncover actionable insights and deliver data-driven recommendations. Thrives on solving ambiguous, high-impact business challenges.
• Organization & Adaptability: Strong organizational skills to manage multiple onboardings simultaneously, ensuring accurate tracking of tasks and timely completion. Strong time management skills with the ability to adapt quickly to changing priorities, 
• Self-Starter Mentality: Highly motivated and proactive, with a track record of success in fast-paced, high-pressure environments while maintaining composure and focus.
• Communication Excellence: Strong verbal and written communication skills, with the ability to convey complex information clearly and effectively.
• Travel: 5-10%

Recruitment Process Note: This interview process is subject to change. End stage candidates are also given the optional opportunity to meet with an Employee Resource Group Member if that is of interest.
- Recruiter Screen (30 minutes) - Independent Assessment (1 hour) - Hiring Manager Interview (45 minutes) - Director Interview (30 minutes) - VP, Consulting Services Interview (45 minutes) - Chief Customer Officer Interview (30 minutes) - CEO Interview (30 minutes)
Perks & Benefits Group Health Plans (100% paid) Life Assurance Employee Assistance Program  Stock Options Employee Lead Referral Program Internal Lead Referral Program One-Time Home Office Enhancement Stipend Monthly Business Expense Stipend Parental Leave Company-Wide Unlimited Paid Time Off policy (In addition to statutory vacation entitlement) RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack) Sick Pay in accordance with statutory requirements Automatic enrollment in QM Pension Plan with 4% match  MacBook and awesome swag delivered to your door Encouraging and collaborative culture   About Quantum Metric As the leader in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform provides a structured approach to understanding the digital customer journey, enabling organizations to recognize customer needs, quantify the financial impact and prioritize based on the impact to the customer and business' bottom line. 
Today, Quantum Metric captures insights from 40 percent of the world's internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications. Our customer retention rate is 98%. 
Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last five-consecutive years, and has made the Best Places to Work lists by Glassdoor, BuiltIn, Fast Company and Forbes. 
If the above role seems like a match and you're interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly. 
Quantum Metric will only provide offers of employment and all communications regarding employment from an official  email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate's sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to [email protected].
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