SaaS Management Specialist (Zendesk/Hubspot)

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.

• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.

• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.

• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.

• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.

• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

Key Responsibilities

Technology Advisory

• Become a superuser and subject matter expert of technology solutions (e.g., understanding key features, use cases, industry best practices, etc.)

• Serve as a trusted advisor to various stakeholders, ensuring that enterprise technology offerings align with business needs

• Collaborate with various stakeholders to identify ways to continuously improve operational excellence and drive productivity and efficiency and provide assistance in implementing aligned solutions.

• Serve as a conduit among the Technology, Business Functions, Technology Vendors, and the users of the products to drive increased productivity

• Help audit data integrity and data security in collaboration with Compliance and Security

Technology Adoption

• Develop adoption strategies, manage communications, and foster collaboration between technology teams and users to drive organizational change and process optimization

• Build strong relationships with internal stakeholders, identify and leverage SMEs

• Execute change management activities related to technology adoption and continued technology-driven solutions. (e.g., creating playbooks, creating and conducting training materials, etc.) in partnership with internal and external learning & development partners.

Departmental Support and Reporting

• Provide support to a variety of data and reporting activities across various business functions.

• Collect, analyze, and present data for a better understanding of information that may be used for decision-making by various departments based on business needs.

• Other relevant reports may be assigned.

Required Qualifications

Education: Bachelor's/College degree.

Experience: At least 2 or more years of relevant work experience in a fast-paced and professional work environment; with work experience in technology solutions or business functions.

Skills: Excellent interpersonal, presentation, and customer relations skillsAbility to work independently on assigned tasks

Excellent time-management skills

• Project Management experience

Critical thinking and problem-solving skills

Ability to maintain confidentiality

Stakeholder management

• Vendor management

• Data Analysis & Reporting

• Change Management

• Adoption and Refresher Training experience

• SaaS Implementations, Automations, and Integrations

Ability to prioritize and work well in a dynamic environment with competing demands

Flexibility and efficiency in a fast-paced team-oriented environment.

• SaaS/Technology experience:

• Google Workspace and Microsoft 0365 Apps

• Zendesk administration and optimization

• Client Relationship Management systems (e.g., HubSpot)

• Human Resource Information Systems, such as but not limited to Sprout, Workday, BambooHR, etc.

• Applicant Tracking Systems, such as but not limited to Greenhouse, Workday, Taleo, etc.

Languages: Excellent written and verbal communication skills

Other Requirements: Must be willing to work any shift, extended hours, and workdays as necessary

Preferred Qualifications

Experience in SaaS administration and enablement; prior experience in a BPO setting.

Working Conditions

• Work Hours: 1:00 PM to 10:00 PM

• Work Setup: Office-based

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.