Customer Success Operations Specialist
hace 1 mes
transforming the way clinical care teams work and communicate.
As a Customer Success Operations Specialist, you will work closely with our Customer Success Groupto 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 required
What 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 plus
Knowledge of MS Office applications, with heavy emphasis on Excel
A 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 healthcare
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