Platform Success Specialist

Locality is seeking a Platform Success Specialist(PSS)to join our growing this role you will serve as a key connector between Product Sales Support and Client teams ensuring users can effectively navigate and maximize platform capabilities. You will contribute to improving the overall user experience by managing platform configurations developing clear documentation supporting product releases and driving user adoption. This position is ideal for a detail-orientedMarTech-savvy professional who thrives in a cross-functional environment and enjoys combining product operations customer support and user experience.

• Support platform configuration user setup and implementation activities to ensure a seamless onboarding experienceof ourproprietarysystemLocalX

• Maintain and update productandservicetemplates rate cardsand workflowsto ensurealignmentwith best practicesas well asbusinessand user needs

• Develop and managestandard operating procedures(SOPs) training materials and product documentation in a clear user-friendly format

• Partner with Product and Sales Enablement to ensure documentation accuracy and consistency across teams

• Assistin product release activitieswhich mayincludeupdating templates documentation andsupportresourcesor more

• Contribute to adoption initiatives by supporting training sessions andidentifyingopportunities to increase user engagement

• Maintain and enhance the customer knowledge base including FAQs troubleshooting guides and how-to resources

• Serve as a point of escalation for complex user issues providing effective troubleshooting and resolution

• Collaborate cross-functionally with Pre-Sales Client teams Sales Enablement and Support to improve processes and user experience

• Gather and synthesize user feedback to inform continuous product and operational improvements

• 2 - 4 years of experience in Product Support Customer SuccessProduct Adoption within SaaS environments or similar rolesin media and advertising

• Bachelors degree preferred but not required

• Able to translate technical details into clear client-facing updates

• Experience supporting implementations or onboarding

• Familiarity with tools like Intercom ZendeskAtlassianHubSpotMicrosoft Dynamics 365or Salesforce

• Ability to manage multiple accounts and priorities with a proactive adaptable mindset;digital ad operations campaign management or advertising agencyis a plus

• Excellent communication presentation and consultative skills with strong attention to detail and organization

• Experience creating documentation SOPs or training materials

Compensation for the role includes a competitive salary of$65000$75000 (based on experience education and skillset) and an excellent benefits package (including but not limited to health care benefits retirementbenefitsand paid days off).

At Locality we believe our biggest asset is our people. We are proud to be anequal-opportunityemployer hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Locality values and solicits applications from all qualified candidates without regard to actual or perceived race creed color religion sex gender age physical or mental disability medical condition sexual orientation gender identity and/or expression alienage or national origin ancestry citizenship status marital status military or veteran status genetic information or any other basis protected by federal state or local law.