Customer Success Operations
THE ROLE WILL CONSIST OF:
- Track leading indicators of renewals and upsell and reporting on results.
- Monitor the timing and content of touch points of the Customer Care Team to drive optimal adoption and CSAT score.
- Define processes to detect early signals of at-risk renewals.
- Define processes to help identify top customers for upsell.
- Together with Revenue Enablement, develop curriculum material that can be useful to the Customer Care Team.
- Implementing and managing software that facilitates CSM, RMs and CSEs operational activities and efficiencies.
YOU MIGHT BE A FIT IF YOU HAVE:
- Years of experience 5-7 years experience
- Highly analytical mindsetAttention to detail and organizational skills with a focus on optimizing processes
- Excellent presentation, written and verbal communication skills
- Proven time management skills with the ability to prioritize tasks
- Tools Experience: advanced SFDC competence, strong familiarity with Einstein dashboards or other BI tools (Looker).
NICE TO HAVE:
- Experience in change management methodology and process improvements
- Out of the box thinker, ready to challenge the status quo, but be committed even in case of disagreement
WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:
- GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment;
- TRUST - Willingness to trust our co-workers and to take ownership;
- CANDOR - Ability to receive and give constructive feedback;
- CARE - Genuine care about other team members, our clients and the decisions we make in the company;
- HUMILITY- Aptitude for learning from others, putting ego aside.
- Private Medical Insurance;
- Life and Disability Insurance;
- Business Travel Insurance;
- Relocation support;
- Flexible work hours and flexible time off policy.
- Competitive pay and equity
- Your choice of computer, phone, keyboard, you name it
- Fun: we spend time together — team building, socializing and making tools that encourage getting to know teammates across offices and continents
- Charitable contribution matching
- Unique referral rewards program: refer a candidate, and we’ll donate to your charity of choice
- Fully stocked kitchens
- Team workouts
- Meals & happy hours