Customer Success Operations Specialist

Description:

This position will report to the Manager, Customer Success and will have a wide range of duties, all of which are in the spirit of ensuring program success by streamlining operations and improving processes for our Digital Solution Strategy (DSS) team. The Customer Success Operations Manager will be responsible for managing renewals, driving operational efficiency within the team and designing 1:Many outreach programs. This role will focus on proactively identifying areas for improvement, scaling processes, and digitizing workflows to ensure our team can effectively support our customers.

Key Requirements & Responsibilities
 

• Support the sales team in securing renewals and meeting targets for DSS clients by leveraging scalable outreach strategies
• Identify areas of improvement within existing processes and implement solutions to enhance efficiency and effectiveness.
• Develop and optimize workflows, tools, and systems to streamline operations and support the team in delivering excellent customer service.
• Analyze customer data to identify trends, insights, and opportunities for improvement.
• Design and implement scalable processes and solutions to support the growing needs of the business and the customer success team.
• Lead initiatives to digitize and automate manual processes, enhancing the team's ability to manage a larger customer base effectively.
• Support the team by providing training and development opportunities focused on operational excellence and best practices
  
   

Qualifications

Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications,
 

• Minimum of 3 years related work experience in customer success, project management, and/or consulting roles, or an equivalent/transferrable field;
• Working knowledge of consultative customer management and/or project management roles;
• Experience working in a technology/SaaS and/or a Professional Services organization would be considered an asset;
• Solid Microsoft Excel skills - you know how to harness the power of pivot tables and lookup functions for data management and analysis;