Product Manager

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Job Description

The Portal Support & Training Specialist is responsible for providing support and training to internal stakeholders and customers using the Digital Portals. This role involves troubleshooting issues, guiding users through portal functionalities, and ensuring a seamless user experience. This incumbent will also develop training materials and conduct training sessions to help stakeholders maximize the benefits of the portal.

Role Location:

London - hybrid 3 days per week in the office

East Coast USA - remote

What you'll do

• Support: Respond to customer and DLR teams' inquiries and issues related to the portal. Troubleshoot and resolve problems efficiently, engaging additional internal resources as required.
• Training: Develop and deliver training programs and materials for stakeholders to enhance their understanding and usage of the portal. Conduct webinars, workshops, and one-on-one training sessions.
• Documentation: Create and maintain comprehensive documentation, including user guides, FAQs, and troubleshooting guides.
• Customer Engagement: Proactively engage with stakeholders to gather feedback and identify areas for improvement in the portal. Provide recommendations to the Portal Product Manager based on stakeholder insights.
• Collaboration: Work closely through Portal Product Manager with cross-functional teams, including IT, product development, and customer service, to ensure a cohesive approach to customer support and training.
• Reporting: Prepare and present reports on support activities, customer feedback, and training outcomes to management.

What you'll need

Education:

Bachelor's degree in business, or a related field.

Experience:

Extensive experience in a customer support or training role, preferably in a technical environment.

Skills:

• Strong troubleshooting skills.
• Excellent communication and presentation skills.
• Ability to create clear and concise training materials.
• Proficiency in using customer support software and tools.
• Strong organizational and time management skills.
• Attributes:
• Customer-focused with a passion for helping others.
• Adaptable and able to work in a fast-paced environment.
• Detail-oriented with a problem-solving mindset.

Keys to Success

To excel in this role, you will truly enjoy working in a collaborative, analytical, and fast-paced environment, interacting with cross-functional teams. You should have broad software, product support and training experience in a global environment. In addition to providing training and support, you should be willing to get hands-on, such as diving deep into customer data. You also will need to be proactive about assuming the role of thought leader in your domain, providing insight and guidance to internal and external stakeholders. In some cases, you will be blazing new paths, so you will need the leadership skills to get other people on board with your ideas.

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx™) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you'll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you'll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We'll also give you plenty of development opportunities so you can build a rewarding and successful career with us. This is an exciting time to join our business so apply now and make your mark on our future.