Customer Health & Process Optimization Specialist

Job Description

Key Responsibilities: Customer Health Scoring Management: Design, create, and continuously enhance the customer health score framework. Regularly review and update health scoring metrics to ensure alignment with Customer Success needs and business objectives. Monitor customer health trends and proactively recommend actions to improve customer success outcomes. CS Platform Development & Maintenance: Partner with external vendors to build, maintain, and improve the Customer Success platform, ensuring it supports the evolving needs of the organization. Ensure the platform integrates effectively with other tools and systems used by the Customer Excellence team. Troubleshoot and resolve platform-related issues, ensuring minimal disruption to daily operations. Training and Support: Develop and deliver comprehensive training programs for internal Customer Success teams to ensure effective use of the CS platform and health scoring tools. Provide ongoing support and guidance to internal teams, helping them interpret customer health data and take proactive actions. Reporting & Analysis: Generate regular reports and dashboards on customer health metrics, identifying key trends, risks, and opportunities. Present findings to internal stakeholders, including senior leadership, to drive informed decision-making around customer retention and satisfaction. Continuously refine reporting processes to enhance data accuracy, clarity, and strategic value. Cross-Functional Collaboration: Collaborate with the wider Customer Excellence teams, Commercial, Marketing, Product, and other internal teams to ensure alignment on customer health initiatives and foster a customer-centric approach. Work with the Customer Success leadership team to define success metrics and develop strategies for improving customer health scores. Continuous Improvement: Regularly assess customer health processes, tools, and training to identify opportunities for improvement. Keep up with industry trends and best practices in customer health and success management, incorporating new ideas to optimize performance. Qualifications: Education: Bachelors degree in Business, Marketing, Customer Success, or related field (or equivalent experience). 3+ years of experience in Customer Success, Customer Operations, or related areas, with a focus on process management or customer health. Experience working with customer success platforms (e.g., Gainsight, Totango, etc.) and understanding of health scoring methodologies. Strong analytical skills with the ability to interpret customer data and generate actionable insights. Proven track record of working with external vendors and managing platform development or integration projects. Excellent communication skills, with the ability to train and support internal teams at various levels. Ability to manage multiple projects simultaneously and work collaboratively across different teams. Experience in customer success management or operations within a SaaS environment. Skills : Strong problem-solving skills and a proactive mindset. Ability to manage cross-functional projects and collaborate effectively with different teams. Strong communication skills, with the ability to clearly convey ideas and solutions to stakeholders.