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 :
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