Senior Operation Specialist Customer Success
2 days ago
Report to executives and the board on past results and renewals and upsell forecasts, e.g. through
dashboards and presentations
- Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and
what’s not
- Determine the timing and content of touch points for CSMs along the customer journey,
to drive optimal adoption and net promoter score
- Coordinate with 1:Many Communications lead (within CSM team) to synchronize
- Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and
provide path to escalation
- Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell
targets and deliver on customers’ needs, including processes for CSMs to:
- Relay customer feedback to the Product team
- Align with the Support team on resolution of major cases and report bugs to the Engineering team
- Provide feedback to Sales on the readiness of our customers
- Help the Onboarding team overcome any delays in implementation
- Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast
hiring needs
- Provide materials and data that help CSMs work more effectively
- Implement and manage software that facilitates CSM Ops activities
**Requirements**:
- Bachelor Degree
- Experience in building reports ,dashboards and analyzing data
- Highly analytical, technically proficient, with strong organizational and troubleshooting skills with precise attention to detail
- Ability to handle multi Tasking
- Must have workflow automation experience, and strong knowledge of Excel.
- Passion for designing processes that scale
- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
- Problem Solving
- Takes a high degree of ownership over their work
- Professional communication Skills
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