Customer Operations Senior Specialist

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Job Overview:

• Customer Operations Process Execution :
  • Support the execution and monitoring of customer success workflows, ensuring all tasks are completed efficiently and deadlines are consistently met.
  • Facilitate process optimization efforts to improve team productivity and the customer experience.
• Cross-Functional Collaboration :
  • Coordinate collaboration between Customer Success, Commercial, operational excellence, L&D, Product, and other departments to align customer success efforts with business goals and ensure smooth communication across teams.
• Training & Development :
  • Provide continuous training and development opportunities for Customer Success Managers (CSMs) to enhance their skills, effectiveness, and engagement with customers.
  • Develop training materials, resources, and best practices to drive team performance and customer satisfaction.
• Documentation & Reporting :
  • Maintain accurate and up-to-date documentation of customer success workflows, processes, and initiatives.
  • Assist with the creation of regular reports on customer success performance, including key metrics, customer feedback, and operational improvements.
• Implementation & Execution :
  • Lead or assist with the implementation of new customer success initiatives, processes, or tools, ensuring they are executed successfully across the team.
  • Support the execution of scalable customer success programs, ensuring alignment with business objectives and customer needs.

• Education : Bachelors degree in Business, Marketing, or related field (or equivalent work experience).
• Experience : 5+ years of experience in customer success, customer operations, or similar roles.
• Skills :
  • Strong project management and organizational skills.
  • Deep Understanding of customer excellence requirements and processes.
  • Ability to coordinate cross-functional teams and ensure alignment across multiple departments.
  • Excellent communication and interpersonal skills.
  • Proficiency in customer success tools (e.g. Salesforce, Gainsigh..etc.) and Microsoft Office Suite (Excel, PowerPoint).
  • Strong problem-solving and analytical skills.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Desirable : Familiarity with customer success metrics, Customer operations, process automation, and data analysis.