Customer Success Operations Specialist

hace 3 semanas

Tlahuac, México TigerConnect A tiempo completo

TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.
- As a Customer Success Operations Specialist, you will work closely with our Customer Success Group to design, build, and measure scalable processes, workflows, and automations that enable our Customer Success Group teams to deliver exceptional value to our customers. You have a passion for identifying business challenges and designing highly effective operational solutions, by building, experimenting, and iterating continuously. This person will report to our Sr. Director of Customer Operations and work collaboratively with the CS Operations team, Customer Success Group team, and cross-functional Go to Market teams.

What You’ll Be Doing:
- The Customer Success Operations Specialist is responsible for growing and driving the effectiveness and efficiency of our retention, adoption, and success programs at scale to deliver exceptional value to our customers-
- Build upon and design additional scalable processes within our customer success software, project management and support ticketing systems. Reduce friction in existing processes, iterate, and expand the existing programs-
- Support customer-facing team members with administrative details, operational processes, project plans, tools and reports that help our team scale effectively and efficiently-
- Design and launch processes, workflows, and automations that drive internal efficiencies, uplevel the effectiveness of our Customer Success Group, and deliver greater value to our customers-
- Work closely with the Customer Operations team to proactively and regularly identify challenges that require operational solutions-
- Interface with our internal Operations and Development teams to surface Customer Success requirements and collaborate cross-functionally to design and implement solutions-
- Develop and maintain customer success process documentation, including playbooks, best practices, and case studies-
- Create and manage a department SharePoint or other central Intranet page to store process documentation, enablement calendars and internal communications-
- Additional communications and operations tasks as requiredWhat You Bring:
- 2+ years of experience in sales operations, customer success, customer support, sales operations, and/or marketing automation/operations preferred-
- CRM systems expertise, with Salesforce and Gainsight being a plusA solid grasp of Process management concepts and Agile experience-
- Must be data-driven and operations-minded-
- Experience working in SaaS industry is highly preferred-
- Desire to work in a fast-paced and high-growth environment. You find no job too big or too small and are comfortable with ambiguity and change-
- Self-driven and independent work style, who takes high degree of ownership over their work.-
- Ability to quickly adapt and grow based on business needs and prioritize appropriately-
- Detail-oriented and able to efficiently prioritize tasks-
- Self-motivated and able to work independently, while also collaborating effectively with internal teams- Perks & Benefits We Offer:
- Our hybrid teams bring together top talent from Mexico, the US, and around the globe-
- Work from prime office spaces in the Reforma area of Mexico City-
- Enjoy our comprehensive benefits with excellent medical, dental, vision, and life insurance coverage for you and your family-
- Our annual wellness programs focus on both mental and physical well-being, with reimbursements, company-wide wellness days, and volunteer opportunities-
- Enjoy additional perks and allowances, including a savings fund, monthly teleworking allowance, grocery vouchers and travel insurance-
- With our LinkedIn Learning License, you'll have access to self-paced learning opportunities to help you grow and develop-
- Enjoy our flexible time off policy with no limit on the number of days off-
- Finally, you’ll be part of a team that's truly mission-driven and dedicated to making a difference in the world of healthcareOur mission is to provide a healthcare communication solution that radically improves the way care is delivered. We

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