Client Support Program Specialist

Description

Overview 

This role is responsible for driving the adoption of newly launched budget management platforms for both external partners and internal business users. The specialist will serve as the primary liaison between external stakeholders, internal teams, and the product development organization. During the initial rollout, this individual will guide users through a pilot program and support the transition to broader platform adoption. Beyond launch, the role will continue to support ongoing platform enhancements, feature releases, and system integrations while helping ensure a positive user experience and sustained adoption. This role will also provide as-needed logistical support for stakeholder meetings, training sessions, and events that support platform adoption and engagement.

Key Responsibilities

1. Stakeholder Management & User Enablement

• Facilitate onboarding sessions with external stakeholders to introduce the new platform and guide them through key functionality, including budget visibility, forecasting, and tracking funding requests.
• Train internal teams on platform capabilities, enabling them to confidently support external users and leverage platform insights to inform strategic conversations.
• Deliver a high-touch onboarding experience that promotes user confidence, engagement, and successful platform adoption.

2. Cross-Functional Collaboration & Product Feedback

• Serve as the voice of the user by collecting, documenting, and organizing feedback from both internal and external stakeholders.
• Track enhancement requests, usability feedback, and system issues throughout the pilot and post-launch phases.
• Partner with product and engineering teams to translate user feedback into actionable recommendations that support continuous product improvement.

3. Training Content & Ongoing User Support

• Develop comprehensive user enablement materials, including training guides, playbooks, knowledge articles, and instructional videos.
• Act as the subject matter expert (SME) by responding to user questions and troubleshooting platform issues through email, chat, and other support channels.
• Continuously update training materials to reflect new features and platform enhancements.

Required Skills & Competencies

• Communication & Presentation Skills: Excellent verbal and written communication skills with the ability to present complex concepts in a clear, engaging, and user-friendly manner.
• Stakeholder Management: Demonstrated ability to build relationships, foster trust, and support successful adoption across diverse stakeholder groups.
• Adaptability & Technical Aptitude: Comfortable navigating evolving technology, learning new systems quickly, and supporting users through change.
• Analytical & Strategic Thinking: Ability to interpret platform data and help stakeholders understand how to use insights to inform business decisions.
• Project Management & Organization: Strong organizational skills with the ability to manage multiple priorities, coordinate stakeholder communications, and document user feedback effectively.
• Technical Writing & Content Development: Experience creating clear, engaging training materials and documentation for software implementations or technology rollouts.
• Event Logistics & Execution: Experience coordinating meetings, training sessions, or various events, including logistics, execution, and stakeholder communications, is preferred.

Who thrives with us:

• People who want to learn, but are self-motivated to learn from their projects

• People who enjoy the really hard problems

• People who enjoy having too much vs. too little to do

• People who like creating from nothing (We still need a lot built to support our growth)

• People who understand how to build and maintain relationships with their coworkers and their clients

• People who like making others successful and understand the value of that as much as making themselves successful

• People who leave their egos at home and really enjoy working with other brilliant people

About Marvel Marketers

Marvel Marketers (www.marvelmarketers.com) is a global Marketing Automation, Digital Marketing, Experience Management, and ABM Consultancy.  Our clients are sophisticated so we only hire the best to keep up and add value along the entire Digital Marketing Maturity Curve. We also partner strategically on custom digital marketing roles to help support all areas of our client's Digital Marketing Strategy.

As we continue to grow and expand our service offerings, we are looking for the best and brightest to join our team. If you applied for a previous role, apply again! Our needs continuously change and evolve.