Customer Success & Platform Operations Specialist

Job Description

Job Description

At Kelly® Science, Engineering, Technology & Telecom (SETT), we’re passionate about helping you find a job that works for you. We’re hiring a (remote/hybrid) Customer Success & Platform Operations Specialist for a long-term opportunity in Raritan, New Jersey . With us, it’s all about finding the job that’s just right.

Customer Success & Platform Operations Specialist
Raritan, New Jersey (hybrid/remote - Must reside near Raritan to be able to work onsite on occasion)
Mon – Fri 8am – 4:30pm
Hourly Pay rate starts at $40/hr (+/- DOE)
Benefits (medical, dental, vision) + paid holidays and vacation

Position Summary; Customer-focused, tech-savvy specialist serving as the primary point of contact and operational lead for three digital platforms: Scheduling, VR Training, and Peer-to-Peer (P2P) Scheduling. This role blends customer success, platform operations, training, and product liaison responsibilities, supporting internal teams and external healthcare providers (HCPs) while driving adoption, user experience, and continuous improvement.

The ideal candidate will possess strong customer service skills, a high level of technical aptitude, and the ability to quickly learn and navigate multiple systems. This individual will serve as a liaison between end users and the program development team, ensuring a positive user experience through training, education, feedback collection, and operational support. This role will focus on resolving user issues, driving adoption, improving usability, and supporting change management initiatives.

Key Responsibilities:
Customer Success & Stakeholder Management

• Act as primary contact for internal users and external HCPs.
• Build relationships to drive platform adoption, satisfaction, and retention.
• Identify user needs and represent the voice of the customer.
• Serve as a trusted advisor and resource for end users, ensuring a positive customer experience.
• Support users ranging from field sales representatives to senior leadership and directors.

Training and Adoption

• Lead onboarding, training sessions, demonstrations, and user workshops.
• Develop user guides, training manuals, job aids, and scalable learning materials.
• Ensure consistent onboarding experience across regions.
• Train users on platform functionality, best practices, and workflows.
• Address user errors and usage questions while promoting self-service capabilities.
• Drive user adoption and engagement through education and change management initiatives.

Platform Operations & Support

• Manage day-to-day platform operations.
• Serve as the first point of contact for platform-related inquiries and user support.
• Resolve user issues and process-related questions while partnering with IT for system-related defects and technical escalations.
• Track and manage tickets for bugs, enhancements, and user feedback.
• Monitor platform usage trends and identify opportunities to improve the user experience.
• Ensure systems remain accessible, user-friendly, and aligned with business needs.

Product Liaison & Continuous Improvement

• Bridge business users and IT/development teams.
• Translate user feedback into requirements and improvement opportunities.
• Contribute to feature prioritization and product enhancements.
• Gather and communicate user experience insights to development teams.
• Participate in testing, validation, and rollout of new platform features and enhancements.
• Advocate for end-user needs and drive continuous improvement initiatives.

VR Platform Enablement

• Support VR deployments and in-field activations.
• Ensure proper setup and functionality of VR equipment.
• Partner with commercial and education teams to drive usage.
• Demonstrate VR platform capabilities to various stakeholder groups.

Communications and Engagement

• Manage newsletters and platform communications.
• Promote updates, releases, and success stories.
• Drive awareness and engagement initiatives.
• Communicate platform enhancements, training opportunities, and best practices.
• Support change management and user engagement campaigns.

Compliance

• Complete required training and adhere to all Safety, Health Care Compliance, and environmental standards.

Minimum Experience & Education:

• Education: Bachelor’s degree or equivalent experience.
• Experience: 3–5 years of experience in customer success, customer support, platform operations, training, user enablement, or related roles.

• Experience supporting internal and external customers in a technology-enabled environment.
• Experience conducting user training, system demonstrations, onboarding, or learning program delivery.
• Experience developing training materials, user guides, process documentation, or training manuals.
• Experience working with IT and/or development teams, including Agile methodologies, ticketing systems, and requirements gathering.
• Experience with SaaS platforms, scheduling tools, learning platforms, or digital ecosystems.
• Healthcare, MedTech, life sciences, or professional education industry experience preferred.
• Familiarity with VR/AR technologies preferred.

Skills & Competencies:

• Strong customer service orientation with a passion for helping users succeed.
• Excellent communication, presentation, facilitation, and stakeholder management skills.
• High technical aptitude with the ability to quickly learn and navigate new systems.
• Ability to explain technical concepts to non-technical audiences.
• Strong problem-solving skills focused on user adoption and process improvement.
• Ability to identify, diagnose, and resolve user-related issues while appropriately escalating technical system issues.
• Comfortable presenting and demonstrating platforms to audiences ranging from sales representatives to senior leaders.
• Ability to translate business needs and user feedback into actionable requirements.
• Self-starter with strong organizational and prioritization skills.
• Ability to work independently in a fast-paced, multi-platform environment.
• Strong attention to detail and commitment to delivering an exceptional user experience.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Why Kelly® Engineering/Technology - Project Services?

Looking to work with leading project management organizations at top companies around the world? That’s where we come in. At Kelly Engineering and Kelly Technology, our Project Services Teams create expert talent solutions to solve the world’s most critical challenges. We connect you with opportunities to work on intriguing, innovative, and high-visibility projects-all with a schedule that works for you. Do you prefer the variety and flexibility of short-term projects? Or are looking for a long-term opportunity? Either way, our connections and expertise will help you take your career exactly where you want to go. That’s just good planning.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.