Customer Platform Advocate

Fortive; United States; Remote; USD 51,000 - 86,000; Full time

Job summary

Fortive is seeking a Platform Administrator for ServiceChannel to act as a trusted advisor and technical administrator, configuring platform settings and managing user access to align with customer requirements. You will collaborate with Customer Success, Product, and Support teams to implement updates, drive adoption, and communicate performance and enhancements.

The role emphasizes cross-functional partnership, documenting changes, and handling customer requests with strong analytical and

Qualifications

• 2+ years of experience in SaaS administration, customer support, system administration, facility management technology, or related fields.
• Experience managing customer-facing technology solutions.
• Strong analytical and troubleshooting skills.
• Ability to manage multiple priorities and customer requests simultaneously.
• Excellent written and verbal communication skills.
• Experience working with cross-functional stakeholders.

Responsibilities

• Configure and maintain ServiceChannel platform settings based on customer requirements.
• Modify and manage user access, permissions, and administrative settings.
• Implement customer-requested updates within approved platform modules.
• Maintain dashboard settings, workflows, and issue list configurations.
• Serve as the primary point of contact for platform administration requests.
• Review customer enhancement requests and collaborate with internal stakeholders to evaluate solutions.
• Provide customers with updates on enhancement requests and platform initiatives.
• Communicate ServiceChannel system performance issues and platform updates to customers and internal stakeholders.
• Support configuration and administration within Locations & Provider Assignments, Asset Management, Refrigerant Tracking, Site Planning, Inventory, Projects, Supply Manager, Preventative Maintenance configuration, Business Hours settings, Invoice and Proposal workflows, Auto Invoice Approval processes, Dashboard administration, and Issue List configuration.
• Partner with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to deliver customer solutions.
• Participate in customer meetings related to platform administration and optimization.
• Document platform changes and maintain configuration records.
• Escalate issues and risks appropriately to leadership and technical teams.

Skills

SaaS administration

Customer support

Analytical skills

Prioritization

Communication

Cross-functional collaboration

Job description

Fortive is seeking a Platform Administrator for ServiceChannel to act as a trusted advisor and technical administrator, configuring platform settings and managing user access to align with customer requirements. You will collaborate with Customer Success, Product, and Support teams to implement updates, drive adoption, and communicate performance and enhancements.

The role emphasizes cross-functional partnership, documenting changes, and handling customer requests with strong analytical and