Customer Success

CS Operations - Program management

Bengaluru, Karnataka   |   Full Time

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

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