Customer Success Operations Jobs

Onboard customers and provide a positive experience working with Energize Marketing through a high degree of account management

3-5+ years of relevant work experience in strategic account management

Exceptional organizational, time-management, and prioritization skills

and provide a positive experience working with Energize Marketing through a high degree of account management

Manage programs and deliverables by effectively leveraging technology and company systems

Proven experience in managing technical project implementations

Stay current on industry trends in employer wellness and benefits, health insurance, and population health and safety.

Effectively manage time dedicated to a variety of client account needs.

Possess strong customer service, interpersonal, presentation, and written and verbal communication skills.

Demonstrate the ability to think strategically and manage, evaluate, and enhance processes.

Bachelor’s degree or equivalent work experience

Microsoft Office Skills (Word, Excel, PowerPoint)

Experience building and managing relationships, including interacting with all levels of management (both internally and client-focused)

Experience with inventory management and Radio Frequency Identification (RFID) extremely beneficial

Possess process and change management skills

5+ years of account management or customer success work in healthcare technology environment

Experience with root cause analysis, including the skill and experience to troubleshoot and investigate issues

Outstanding communication (written and oral) and interpersonal skills

Strong understanding of talent management programs at Salesforce (V2MOM, IDP, Quarterly Check-Ins, etc.)

Organize and manage project planning sessions and meetings

4+ years of relevant work experience

Outstanding organizational, communication, and interpersonal skills (verbal/presentation/written).

Proven experience working across multiple teams

Experience managing multiple projects at the same time, providing both operational and strategic support

5+ years' experience in Call Center Management including operational expertise

Solid outsourced Contact Center or BPO management experience with inbound, outbound, chat and email

Manage an outsourced team of customer support advocates to the voice of the fan to the business

Identify friction within the fan experience and communicate to internal stakeholders and drive policy and process changes

Be knowledgeable with current SOW's and Amendments that are currently in place, and provide recommendations for needed changes

Work with vendor and our teams to manage any needed staffing adjustments related to manual projects

Familiarity with JIRA Service Management, Airtable, Salesforce, Notion, Zapier, Loom, and Asana

Range: min $50,000 - max $56,000 per year contingent on experience & qualifications.

Using our JIRA ticketing system to address and manage requests from fellows, alumni, and internal teams

Experience or familiarity with Google Suite & Slack

Background in Customer Experience or Customer Support

Experience working in an early-stage startup

Continuously evaluate and improve the end-to-end customer journey, ensuring a seamless and exceptional experience

15+ years experience in a senior leadership role focused on customer experience, customer success or operations

Deep experience developing and executing customer experience strategies across multiple touchpoints and channels (phone, digital, chat, bots)

Experience leveraging AI to improve customer service operations, optimize processes, and enhance customer experiences

Proven experience leading and managing cross-functional teams, including customer service professionals, claims advocates, sales associates, data analysts and IT teams

Strong leadership skills and the ability to drive a customer-focused culture, set strategic objectives, and foster collaboration

Works closely with the VP of CS, Sales and Finance leadership in preparing Board level and Executive management presentations.

Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.

Manage customer specific reporting needs directly with the Data Science team to stay aligned on priorities and reporting requirements.

Bachelor's degree in business, management, or a related field (MBA preferred).

Own the ongoing reporting cadence needed to manage the Customer Success upsell and renewal forecast on a regular basis.

Manage the customer success tools and platforms that enable effective and accurate tracking, reporting, and analysis of customer success metrics.

3+ years of professional experience, ideally in consulting or CS strategy/business operations roles

Experience with quantitative analysis and financial modeling

Excellent communications and presentation skills

Experience in fast growing tech startup / B2B SaaS / e-commerce.

Pre-tax Commuter and Healthcare benefits.

Perform ad-hoc analyses across multiple data sets and tools (examples of analyses include customer segmentation, retention and churn analysis, etc.)

Hybrid - 2 days in the office/3 days remote

3+ years hands-on experience with Gainsight.

Extensive experience with customer support tools, customer success platforms – i.e.: Gainsight and Salesforce, Zendesk and Freshdesk.

Experience working closely with internal operations teams (Sales, Marketing) to maintain a solid operational tech stack to support our GTM operations.

2 locations - Atlanta and Alpharetta

Identify and analyze gaps between collaborating systems data and the expected/desired data display within Gainsight.

Familiarity with a ticket management system, such as Zendesk.

Guide users through ways to better leverage offerings.

Experience with data analysis in Excel.

Provide high quality support for clients and prospects.

Set up user accounts for prospects and new clients with access to software platforms.

Liaise with prospects as they transition through the sales pipeline.

2 years of related professional experience (Customer Support, Customer Success, Project Management, Change Management, Operations, Implementation/Onboarding) 

Ensure a delightful customer experience through our operational support 

Work with the athenaIT team to define business requirements for enhancements and additions to operational infrastructure 

Ensure the timeliness and accuracy of operational activities supported by the Customer Success Strategy and Operations team 

Support the maintenance and data integrity of key systems (Salesforce, Cornerstone, Cloud Coach, etc.) 

Demonstrate process ownership and expertise in managing operational processes 

Strong analytical skills and experience analyzing customer data

Collaborate with cross-functional teams to improve the customer experience and ensure customer success goals are met

SFDC Certification will be an advantage

5+ years of experience in customer success, revenue operations, customer service, or a related field, preferably in an Enterprise/B2B SaaS company

Excellent communication and interpersonal skills

Demonstrated experience developing and implementing processes and procedures

3+ years of data-driven, operational experience, ideally in a SaaS environment or fast-paced management consulting role

Experience launching change management operational process improvements

Drive industry research of best practices to ensure Samsara is building upon cutting-edge technologies and management practices

Build a project and change management foundation by establishing tools, process, and communication standards within CS

Manage playbooks and processes, team enablement, technology, and data insights for a 75+ person (and growing!) CS organization

Build, maintain, and improve our data and reporting capabilities

3+ years of data-driven, operational experience, ideally in a SaaS environment or fast-paced management consulting role

Experience launching change management operational process improvements

Drive industry research of best practices to ensure Samsara is building upon cutting-edge technologies and management practices

Build a project and change management foundation by establishing tools, process, and communication standards within CS

Manage playbooks and processes, team enablement, technology, and data insights for a 75+ person (and growing!) CS organization

Build, maintain, and improve our data and reporting capabilities

5+ years experience in an operational leadership role within a management consulting, technical delivery, or customer success organizations

Experience as a people manager, building and managing teams of successful operational professionals

Manage, coach and mentor a global team of Customer Success Operations professionals

10+ years professional experience in business modeling, financial planning and analysis (FP&A) at a global scale

Proven ability to manage successful P&L for scaled consulting or customer success organizations

Experience with public companies, Federal contracting, and/or SaaS/PaaS/IaaS product companies are preferred

Prior experience in management consulting, finance, strategy & ops a plus

Provide data-driven, operational and decision-making support to the Customer Success organization and management team

Maintain your business units headcount and capacity forecast and liaise with leadership and finance on any risk/opportunity

Support our operating cadence of weekly, monthly and quarterly performance analysis, forecasting and business reviews

Understand global demands and nuances, and partner with leaders on regional projects

Respond to business requests, compile root cause analyses and solve common issues

Bring clear thinking and excellent problem-solving skills to a range of challenging business questions

Cultivate relationships with cross-functional teams such as Product, Engineering, Go-to-market Operations, Marketing, Finance, and Sales

4+ years of experience in strategy consulting, investment banking or a strategy-related role with exposure to technology driven businesses

Highly analytical: experience decomposing and solving real world business problems, ideally building/using advanced Excel models. SQL a plus

Effective communications: Excellent communication skills with the ability to distill complex thoughts and strategies into simple, actionable recommendations

Deliver strategic projects for our leadership that provide key business insights for high-priority initiatives

Bachelors degree in Business or other related field, or equivalent experience required

Technical and SaaS experience and an ability to speak to technical customers in their language

Experience designing and implementing scalable solutions and tools to gain client insights and create more visibility, transparency.

Additional perk and voluntary benefit programs

Advocate for Lytx customer’s by quickly resolving escalations, representing the voice of the customer and influencing internal stakeholders at all levels.

Lead and drive alignment amongst the Customer Success Operations team to ensure completion of our deliverables.

Strong project management skills with the ability to prioritize, multitask and manage multiple initiatives in a fast-paced environment.

Collaborate with cross-functional teams to ensure successful onboarding, adoption, and expansion of our product offerings.

Develop and manage customer success processes and workflows to drive operational efficiency, including customer segmentation, playbooks, and metrics reporting.

5+ years of experience in Customer Success Operations, Customer Support Operations, or related field in a high-growth technology company.

Strong analytical skills with the ability to leverage customer data and feedback to identify trends and insights.

Proven experience in managing and developing a team of customer success operations professionals.