Responsibilities

• Manage platform instances for a large government client and large automotive client, including user access, permissions, workflows, dashboards, and integrations
• Serve as the primary point of contact for platform vendors, handling support escalations, contract questions, renewal conversations, and product roadmap updates
• Configure listening queries, publishing workflows, and reporting templates that align with each client's objectives and compliance requirements
• Partner with account teams to troubleshoot platform issues, identify capability gaps, and recommend solutions
• Deliver training to account team members on platform features and best practices
• Monitor platform health and proactively flag risks related to data integrity, workflow performance, or system outages
• Work alongside the FH tools manager to share knowledge, coordinate coverage, and maintain consistency in how platforms are configured and supported across the agency
• Support client-facing conversations about platform capabilities, usage reporting, and tool optimization as needed
• Stay current on platform updates, new features, and emerging tools in the social media and digital intelligence space
• Own the strategy for the global shared inbox resource including the intake Microsoft Form, response templates through Outlook, and Power Automate process.

Requirements

• 3 to 6 years of hands-on experience administering enterprise social media platforms; direct experience with Sprinklr, Sprout Social and/or Khoros is strongly preferred
• Working knowledge of social listening and analytics platforms, including Brandwatch and Talkwalker
• Familiarity with the demands of large, complex accounts in an agency or in-house setting
• Strong organizational skills and the ability to manage multiple priorities across two accounts simultaneously
• Comfort working directly with platform vendors and communicating technical needs clearly
• Ability to translate platform capabilities into practical language for nontechnical stakeholders
• Experience working with or in support of government or regulated industry clients is a plus
• A collaborative working style and genuine interest in helping teams get more out of the tools they use

Preferred

• Relevant platform certifications (Sprinklr, Khoros, etc.) are a plus but not required