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Senior Customer Success Operations Specialist
Posted on 1/12/2023
INACTIVE
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Analysis
Management
Marketing
Sales
Salesforce
Looker
Communications
Zendesk
Requirements
  • 6+ years in a sales or success operations role. Competent in Salesforce administration. Experience with CS systems preferred (gainsight, totango, churnzero, vitally, etc)
  • Experience with SaaS oriented Customer success function as outlined above
  • Guide customer segmentation strategy, account assignments and maintenance, delivery backlog, and data hygiene for customer health & revenue tracking
  • Demonstrated skills in project management and managing customer relationships for a managed services and / or SaaS organization
  • Strong oral and written communication skills with the ability to conduct presentations to a large group in English
  • Outstanding problem-solving, strategic, and analytical skills combined with excellent eye for process improvement toward clear business outcomes
  • Ability to build effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels
  • Highly motivated and team oriented
  • Highly detailed, organized with exceptional follow through
  • Experience with salesforce.com and customer management analytics software preferred
  • University degree preferred
  • Excellent English (company communication language)
  • Join at the golden startup age - established stability of a Unicorn with space for individual impact
  • You'll enjoy an exciting team atmosphere, building a whole new category of software
  • You can help change the way that products are built all over the world
  • We iterate quickly and decisions are fast. You'll have a voice in what we do and see the impact of your work
  • We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets
  • We are recognized as one of the hottest tech startups on the market today, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on and are regularly recognized for our company culture
Responsibilities
  • Support our CS Organization by:
  • Establish the dashboards, views and reports that allow insight into the teams' performance and impact against our objectives (for example, CS Scorecard)
  • Design and launch processes, workflows, and automations that drive internal efficiencies, up-level the effectiveness of our Customer Success team, and deliver greater value to our customers
  • Support additional analytics needs such as Success CSAT program, capacity planning and management
  • Collaborate with Data team to build out the reporting capabilities that we need to be successful
  • Support our Processes & People
  • Ongoing communication, enablement and governance of existing and new processes that impact the CS organization, our customers, and our cross-functional partners (sales, product, marketing)
  • Take ownership for communicating to Success leadership the efficiency and efficacy of our Customer Success actions toward business outcomes while making recommendations for improvements
  • Collateral management for internal and customer facing materials and programs
  • Support our Systems
  • Build and operationalize the customer journey map within our systems, helping to automate work
  • Maintain all of the platforms and tools that are utilized by the CS team are integrated and optimized for the processes, reporting and functionality that make us efficient and effective
  • Interface with our internal Operations and Development teams to surface Customer Success requirements, and collaborate cross-functionally to design and implement solutions
  • For example, Vitally, Salesforce, Looker, Notion, Zendesk, Slack, Miro, Productboard, Google Drive, Chorus
ProductBoard

201-500 employees