Customer Success Operations Specialist
hace 1 mes
We are seeking an exceptional Customer Success Operations Specialist to join our team. This role offers a unique opportunity to drive operational efficiencies, improve customer satisfaction, and contribute to the success of our growing organization.
About the RoleAs a key member of our Global Customer Success (GCS) department, you will support core functions, operations, and programs. Key responsibilities include:
- Upholding standards across projects, ensuring seamless executive and partner communications.
- Collaborating with Operations Managers on task completion, enhancing operational efficiency, and driving higher service quality.
- Improving operational efficiencies to optimize service delivery by Professional Service & Customer Success teams.
- Create, manage, and update reports, dashboards, and data analysis within Tableau, Salesforce, and other reporting tools.
- Developing governance structures for data-driven decision-making.
- Managing scheduling and resource needs, ensuring timely support availability.
- Collaborating with Customer Support Managers and Tech Leads to enhance customer experience through effective Support Teams delivery.
- Documenting operational processes across the GCS department.
- Establishing a standardized cadence for project reviews, decision-making, prioritization, and metrics analysis.
We are looking for candidates with:
- At least 2 years of experience in creating, maintaining, and managing data dashboards, reports, and analysis using DA tools like Tableau or Salesforce.
- Excellent interpersonal communication skills and a passion for learning new technologies and understanding their application in a customer-facing environment.
- Proven documentation and organization skills.
- Familiarity with Atlassian, Tableau, and Salesforce is essential.
- A logical approach to problem-solving.
- An Associate's degree 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 for diverse audiences.
- Proven experience in process development, measuring metrics such as time-of-delivery, CSAT, and effectiveness.
In this role, you can expect a competitive salary range of $80,000-$110,000 per year, depending on your location and experience. As a valued member of our team, you will also enjoy benefits such as comprehensive health insurance, generous PTO, and opportunities for career growth and professional development.
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