About Zluri
Zluri is a cloud-native SaaSOps platform enabling modern enterprises with SaaS Management and Identity Governance. Zluri empowers IT and Security teams to gain visibility into their SaaS landscape, unlock recurring savings, & securely govern access with provisioning and de-provisioning. Zluri’s technology is powered by a deep discovery engine, in-built iPaas and its evolving AI, enabling companies to easily navigate & control complex SaaS ecosystems.
Trusted by over 250 global customers, Zluri is committed to delivering innovative, reliable, and scalable solutions that empower organizations to optimize their SaaS usage, ensure compliance, and enhance identity governance practices.
We’re a Series B-funded organization and is backed by stellar investors like Lightspeed India, Mass Mutual Ventures, Endiya Partners, and Kalaari Capital.
You can read more about why we are building Zluri here - https://www.zluri.com/blog/why-zluri-why-now/.
About the role
We’re hiring a Customer Success Operations Specialist whose mission will be to drive the effectiveness and efficiency of our Customer Success and Support teams. You will report to the CS Ops Manager. You will be their trusted partner in defining customer success objectives, strategy, and tactics and implementing processes that scale.
Key Responsibilities
Partner with leadership, operations, and the CS team to help create, enhance, document, and train on Success and Support processes
Manage CS related projects and tasks assigned by leadership
Aid in developing and monitoring metrics related to CS performance, process usage, and business outcomes
Identify and escalate significant findings to help improve operational efficiency and effectiveness
Work with NPS, CSAT, CES and other CS programs and tools
Provide tactical support to the Success Team
Work with CS leadership on the following :
Tool and process management
Implementing new tools
Managing existing tool stack
Creating and maintaining playbooks
Capturing, analysing and actioning data
Creating reports and dashboards
Analysing customer touchpoints
Customer feedback
Identifying opportunities and trends
Planning and forecasting
Create and share renewal forecasts
Identify warning signs for at-risk customers
Tiering and assigning customers to CSMs
Staffing needs
Desired Skills & Experience
2-4 years combined Business Operations and Customer Success related experience in a software/technology company
Passion for helping teams and companies scale
Ability to break down ambiguous problems, provide potential solutions and or present to leadership
Enjoys “getting their hands dirty” by digging into complex challenges
Takes high degree of ownership over their work
Clear communicator with professional presence
Strong listening skills; open to input from other team members and departments
Excited about an opportunity to contribute, learn, grow, and pioneer