THE OPPORTUNITY:
This is a remote opportunity and is open to candidates that reside anywhere in the United States or Canada.
The Customer Success Operations role will be responsible for developing and executing strategic and operational initiatives to support our customers to ensure they have a healthy & successful customer journey. They will work closely with our internal business within the Customer Experience departments to ensure our processes efficiently support this customer journey. They will work closely with Customer Success teams as well Support, Services, Renewals and Orders teams to develop process efficiencies and continuous improvement initiatives. The ideal candidate will be a sharp analytical thinker who excels in a collaborative, high-energy and fast paced environment.
Skills of a successful Customer Success Operations will include strong active listening, incredible communication, meticulous organization, strong problem solving, data analysis, dependability, and most importantly, a team player attitude.
Primary Duties and Responsibilities
Include but not limited to:
- Assist in the development and implementation of lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led or digital) throughout the customer journey (post initial sale)
- Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes
- Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
- Coach, train, and develop the customer success team to drive their success and growth
- Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry
- Significant oversight in Gainsight and/or other system architecture
Minimum Skills and Qualifications
- Minimum 3 years professional experience in consulting, customer success, corporate strategy, system design, data modeling, business analytics or equivalent role
- Bachelor’s degree or equivalent experience required
- Excellent multi-tasking, organizational and prioritization skills
- Strong analytical skills and experience analyzing customer data
- Excellent verbal and written communication skills
- Strong listening and interpretation skills
- Customer-centric, self sufficient and dependable
- Effective team player, quick learner, and self-motivated
- Proficient with the use of Microsoft Office products (Outlook, Word, PowerPoint, Excel, etc.)
- Experience with CRM platforms (e.g., Salesforce, Gainsight, Outreach).
Preferred Skills and Qualifications
- Experience in the Environmental Health and Safety profession
- Experience using any of VelocityEHS’ platform solutions
- Experience in a Software as a Service (SaaS) environment
- Experience with Gainsight
- 5 years professional experience in corporate strategy, system design, data modeling, business analytics
We welcome and encourage diversity in the workplace. VelocityEHS is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [email protected]
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. VelocityEHS does not accept unsolicited headhunters and agency resumes. VelocityEHS will not pay fees to any third-party agency or company that does not have a signed agreement with VelocityEHS.