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Customer Success Operations Specialist

hace 2 meses

Xico, México Jumpcloud A tiempo completo
About JumpCloud

JumpCloud is a leading provider of cloud-based identity and access management solutions. Our platform helps IT teams and Managed Service Providers (MSPs) centralize management of user identities and devices, enabling small and medium-sized enterprises to adopt Zero Trust security models.

We're a remote-first company, with a team of dedicated professionals who are passionate about solving challenging technical problems. We're committed to creating a human connection with each other, regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc.

Job Summary

We're seeking a highly skilled Customer Success Operations Specialist to join our team. As a key member of our GCS department, you will be responsible for supporting core functions, operations, and programs. This includes upholding standards across projects, assisting Operations Managers with tasks, and improving operational efficiencies to drive higher levels of service and quality.

Responsibilities
  • Support core functions, operations, and programs in the GCS department.
  • Uphold standards across projects, including executive and key partner communications.
  • Assist Operations Managers with tasks, cards, and project needs through completion.
  • Improve operational efficiencies to drive higher levels of service and quality.
  • Create, manage, and update reports, dashboards, and other data analysis within Tableau, Salesforce, and other reporting tools.
  • Improve operational efficiencies of service delivery by our Professional Service & Customer Success teams.
  • Uphold governance structures that drive data-driven decision-making.
  • Manage, maintain, and assist scheduling and resource needs.
  • Assist Customer Support Managers with scheduling needs to ensure JumpCloud maintains 24/7 global support availability.
  • Assist and lead projects with various stakeholders within the GSS department.
  • Collaborate with Customer Support Managers and Tech Leads to increase the effectiveness of the customer experience with our Support Teams delivery and responsiveness.
  • Document operational processes across the GCS department.
  • Establish a standardized cadence for project reviews, decision-making, prioritization, and metrics analysis.
Requirements
  • 2+ years of experience creating, maintaining, and managing data dashboards, reports, and analysis leveraging DA tools like Tableau or Salesforce.
  • Excellent interpersonal communication and passion for learning new technologies and understanding how to utilize them in a customer-facing environment.
  • Proven documentation and organization skills.
  • Strong oral and written communication skills are imperative.
  • Familiarity with Atlassian, Tableau, & Salesforce is imperative.
  • A logical approach to problem-solving.
  • Associates degree desired or equivalent experience.
  • Operational experience or understanding of customer success and support teams.
  • People-oriented and driven by customer satisfaction.
  • Team player with the ability to closely adhere to process and communicate status to internal and external teams.
  • Ability to simplify and explain complex topics by delivering various collateral to diverse audiences.
  • Proven experience in process development, measuring of metrics of time-of-delivery, CSAT, and effectiveness.
Why JumpCloud?

At JumpCloud, we're passionate about creating a human connection with each other. We're a team of dedicated professionals who are committed to solving challenging technical problems. We're committed to being a remote-first company, with a team that is passionate about our mission. We're out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You'll have a voice in the organization as you work with a seasoned executive team, a supportive board, and in a proven market that our customers are excited about.

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud. Please note JumpCloud is not accepting third-party resumes at this time.

JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, national origin, age, disability, or any other protected characteristic.