User Engagement Specialist

Job Title: User Engagement Specialist
Reports to: Customer Support Manager
Direct reports: None
Works with: Development Team


Job Purpose

The User Engagement Specialist will be an essential member of DataDesign’s client management team. This role involves managing client relationships after product deployment. The Specialist will collaborate closely with clients to ensure they effectively utilize the system and engage with it in ways that provide value. Additionally, the Specialist will work alongside the Company’s Customer Support Manager to ensure overall client satisfaction.

Duties and Responsibilities

Area #1: User Engagement
User Engagement responsibilities include, but are not limited to:
• Mastering the use of the Company’s platform, including all features, and confidently demonstrating them.
• Understanding the Company’s user personas and each client’s specific needs.
• Ensuring that services delivered align with the contractual agreements between the client and the Company.
• Providing prompt responses to customer inquiries.
• Answering all client questions in a professional, courteous, and knowledgeable manner.
• Conducting client outreach to gain a deep understanding of their data.
• Managing client expectations regarding deliverables and timelines.
• Developing and maintaining strong relationships with clients to foster long-term engagement.
• Collecting and analyzing client feedback to identify areas for improvement in services.
• Creating and delivering training sessions or materials for clients to optimize their use of the platform.
• Collaborating with cross-functional teams to address client concerns and improve service delivery.

Area #2: Technology
Technology responsibilities include, but are not limited to:
• Managing the client deliverables schedule.
• Entering client issues that require development team support into the Project Management System.
• Collaborating with the development team to ensure timely completion of client deliverables.
• Communicating the completion of deliverable items to clients and providing timing updates when necessary.
• Understanding clients’ needs and recommending new features.
• Creating and updating a client wish list for new features.
• Monitoring the performance of the platform and identifying opportunities for enhancements.
• Assisting in the testing and quality assurance of new features before deployment.
• Maintaining documentation related to client requests and system changes.

About DataDesign Solutions

DataDesign Solutions has created a tech-enabled data intelligence platform specifically designed for the education sector (Kindergarten – 12th Grade). The platform provides a suite of powerful data tools that enable schools and school districts in the US to integrate data from multiple sources and analyze it for decision-making purposes. The platform is currently used by schools in California, Hawaii, Michigan, and Ohio.