The Customer Success Operations Specialist’s mission will be to drive the global Customer Success Team’s strategic programs and initiatives. Reporting to the Director of Customer Success Strategy, this role will be their trusted partner in ensuring the implementation of customer success objectives, strategy, tactics, processes and technology.The Customer Success Program Coordinator provides support and guidance to the Customer Success teams, helping them to effectively leverage the appropriate reporting tools and processes.The This role, in conjunction with supporting internal teams, will guide and administer the use of technology (CS Platform, CRM, BI tools) to support the CS business operations. Through regular reviews of available data this role will provide the CSM leadership team with insight into data that will help drive business decisions. This role will also assist in providing key metrics for objective and leading indicators or adoption, risk and churn. Experience with implementing and managing a customer success platform will be an asset.
Major Responsibilities (How Will I Make an Impact?):
- Manage and hold CS team accountable through training, guidelines and process to adhere to reporting and administrative protocols
- Generate reporting when necessary for the Customer Success and/or develop better ways to provide meaningful insights, analysis and trends relevant to the request
- Monitor and manage data quality within the systems and work with IT, Finance, Sales Operations and other internal cross-functional teams to address the root cause of any quality issues and resolve them
- Implement and administer Customer Success and Customer Experience tools like Planhat and Qualtrics
- Represent and articulate Customer Success technology, data and enablement needs to the business and other supporting teams (IT, Sales Operations, Enablement, Finance, Legal, etc)
Competencies (What you’ll bring to the role):
- 2+ years' experience in business or Customer Success operations and/or program coordination responsible for technology implementations and process improvements
- Data, analytical and reporting skills
- Experience administering customer success platforms (while any CS Platform experience is an asset, experience with Planhat is preferred)
- Passion for designing processes that scale
- Organized with a proven ability to successfully manage multiple tasks while maintaining high quality outputs and delivering on time and with excellence
- Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives
- Ability to effectively communicate to stakeholders at all levels of the organization – with excellent written, oral, and presentation skills
- Problem-solver and critical thinker with the ability to break down complicated issues and simplify complicated processes
- Strong attention to detail in daily tasks and projects, while also having the ability to see beyond the individual tasks and understand the broader impact and implications of activities on other cross-functional teams.
- Expert level experience with Microsoft Office (especially Excel, Power Point)
- Experience working with Salesforce
- Experience with PowerBI is an asset
- Experience with Quatrics CX is an asset
- Strong experience collaborating with cross-functional, multidisciplinary teams
- Experience within a growth-oriented SaaS companies is ideal
- Thorough understanding of business management, forecasting strategy and techniques