B2B Customer Management Platform Specialist

About the Role

Lead the strategy, development, and management of the B2B self-service platform to ensure it meets the needs of both SME and Enterprise clients.

Responsibilities

• Platform Management & Optimization: lead strategy, development, and management of the B2B self-service platform; monitor and optimize platform performance focusing on uptime, reliability, and user satisfaction; implement new features and enhancements using data-driven insights and customer feedback.
• Customer Experience & Journey Design: work with stakeholders to design and refine digital journeys that enable customers to self-manage services (checking balances, purchasing packages, managing accounts, tracking transactions); ensure an intuitive, user-friendly experience using UX/UI best practices.
• Digital Transformation Leadership: drive digital transformation by transitioning B2B customer services to digital-first and self-service solutions; identify and integrate technologies and processes that align with business objectives.
• Cross-functional Collaboration: collaborate with product, IT, and marketing teams to align the platform with business goals; work with customer service teams to ensure seamless integration with other support channels.
• Data Analysis & Reporting: analyze platform usage and customer behavior to identify trends and optimize features; develop regular KPI reports on platform usage, customer engagement, transaction success rates, and customer satisfaction.

Qualifications

• Bachelor’s degree in Business, Information Technology, Digital Marketing, or a related field.
• 3+ years of experience managing or developing digital platforms and customer experience management.
• Proven track record driving digital transformation and improving customer self-service experiences; experience implementing customer-centric UX/UI or design on digital platforms.
• Experience working closely with cross-functional teams including IT, marketing, and customer support to deliver platform enhancements.
• Expertise in UX/UI design principles.
• Solid project management skills with the ability to lead initiatives and deliver results within deadlines.

Skills

• UX/UI design and user journey design
• Platform performance monitoring and optimization
• Data analysis and KPI reporting
• Cross-functional stakeholder collaboration and change leadership