Customer Success Operations
Customer Success Operations
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Salary Not Disclosed
1 Vacancy
Job Description
The purpose of the Customer Success Operations role is to ensure the smooth and efficient of customer service operations by managing processes tools and resources. This position will focus on optimizing workflows improving operational efficiency and supporting the customer service team in delivering exceptional service experiences. By collaborating with crossfunctional teams the CS Operations professional will help drive continuous improvement streamline operations and provide datadriven insights to enhance overall customer satisfaction and business performance.
Responsibilities
- Planhat Administration: act as the primary administrator on our Planhat Instance this includes significant oversight of Planhat and/or other system architecture
- Triage and refine Client Success Operations issues for streamlined review and effective and timely deployments
- Manage Planhat roadmap and agile milestone management to ensure timely completion of issues
- Drive crossfunctional programs and initiatives to support scaling of the business and integrate the Client Success engagement processes with teams throughout Intelerad (e.g. sales marketing product)
- Lead the development and rollout of systems and digital tools to improve the teams effectiveness and efficiency and provide increased Client insights through data automation and telemetry
- Collaborate with Field Enablement to assist with training and enablement
- Identify opportunities to improve current reporting formats processes and systems
- Create and coordinate key reporting for Intelerad leadership team partnering with the Client Success analyst to provide reporting on customer adoption sentiment and advocacy and business results (i.e. forecasts renew expand churn)
- Assist implementing lifecycle processes policies and metrics to support customer outcomes and business growth defining the appropriate touch points (i.e. humanled and digital) throughout the customer journey (pre and post initial sale)
- Operate as a thought partner to the Business by providing scalable approaches operational priorities and delivery insights that drive overall business outcomes
- Tool Management
- Manage Planhat
- Create operational reports/dashboards in PowerBI
- Manage CS components of Salesforce and Service Now
- Process Optimization
- Documentation of CS playbooks
- Collaboration with other teams on process
- Data Analysis
- Performance Tracking
- NPS
- KLAS
- CSAT
- Note: This job description is not intended to be allinclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.
Qualifications :
Employment Prerequisites
- Progressive experience building and maintaining tools such as Planhat Salesforce Mavenlink and/or other Client Success and Professional Services systems
- Progressive experience with business model design change and impact analysis experiment design and metric design
- SaaS and B2B experience
Desired Competencies
- Strong analytical ability and able to prioritize multiple projects
- Excellent problem solving project management interpersonal and organizational skills
- Interest in Intelerad and opensource software
- You share our values and work in accordance with those values
- Planhat Admin certification
- Understanding and knowledge of product usage date
Additional Information :
All your information will be kept confidential according to EEO guidelines.
All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.
#LIREMOTE
Intelerad is committed to the principles of equal employment. We are committedto complying with all federal state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants employees and former employees are protected from employment discrimination based on race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment including but not limited to recruiting hiring placement transfer training promotion rates of pay and other compensation termination and all other terms conditions and privileges of employment.
Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (ADA)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines disability as a physical or mental impairment that substantially limits one or more of the major life activities of an individual a record of such impairment or being regarded as having such an impairment
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Remote
Company Industry
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
