Customer Success Operations Specialist

**Our Company**:
The **Customer Success Operations and Admin Specialist** plays a critical role in ensuring the operational efficiency of the Customer Success team. This role focuses on handling administrative tasks, supporting day-to-day customer success operations, optimising internal processes, and managing customer data. You will be working closely with the Customer Success Manager, Account Managers, and other cross-functional teams to help them deliver outstanding service to our clients.

**What You'll Do**:

- **Customer Success Operations Support**:

- Assist in the development and execution of processes that improve customer renewals, upsell and retention.
- Monitor customer health data and usage metrics, providing reports and insights to the Customer Success team.
- Supports the Customer Success team in monitoring program performance to identify churn risk and renewal/upsell opportunities.
- **Administrative Support**:

- Maintain and update customer records in Salesforce with accurate and up-to-date information.
- Submit all relevant tickets and requests to finance and legal to complete all the renewals and upsells on time.
- Coordinate and manage customer surveys, feedback loops, and reports.
- Coordinates feedback from clients shared with CSMs and manages the creation of all necessary documentation, including JIRA tickets, project trackers, and SFDC.
- **Process Optimisation and Documentation**:

- Develop, implement, and improve internal workflows and best practices for the Customer Success team.
- Assist in creating training materials, knowledge base articles, and process documentation for internal use.
- **Customer Communication & Engagement**:

- Help coordinate customer training sessions and webinars.
- Support the creation of customer newsletters, updates, and other engagement materials.
- Support the creation and distribution of customer testimonials and case studies for marketing purposes.
- **Reporting and Analytics**:

- Generate regular reports on customer success metrics, trends, and account status updates.
- Track customer renewals, upsells, and cross-sell opportunities.
- Analyze operational data to identify bottlenecks or opportunities for process improvement.

**What You Have**:

- **Experience**:
- 2+ years in a customer-facing or operational role, ideally in Customer Success, Account Management, or a similar customer support function.
- Experience with CRM software (Salesforce, HubSpot, Zendesk, etc.) and other customer success tools.
- Strong administrative experience, with a knack for managing multiple tasks and priorities.
- **Skills & Competencies**:
- Strong organizational and time management skills.
- Excellent communication skills (written and verbal).
- Ability to work independently and collaboratively in a fast-paced environment.
- Analytical mindset with experience in creating reports and tracking KPIs.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) or Google Workspace.
- **Education**:
- Bachelor's degree in Business Administration, Communications, or a related field (preferred but not required).
- **Other**:
- Positive, solution-oriented mindset with a passion for customer success.
- Strong attention to detail and a proactive approach to problem-solving.
- Ability to maintain confidentiality and handle sensitive customer data responsibly.

**Nice to have**:
***Affiliate & Partnerships Industry Fundamentals Certification** by PXA**:
**Benefits**:

- **Private Health Insurance**:

- **Internet Allowance**:

- **Fitness Activity Reimbursement**:

- **Flexible remote working policy**:

- **Training & Development -**Free Coursera Subscription and PXA partnerships learning
- **Technology stipend**:

- **Mental Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage**:

- **Health Insurance