Customer Value Operations Partner

Phenom Intro:

Our purpose is to help a billion people find the right job! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!

The Customer Value Team is dedicated to delivering exceptional value to our clients through innovative solutions and unparalleled customer service. We pride ourselves on our dynamic team and customer-centric approach. We are seeking a detail-oriented and proactive Customer Value Operations Partner to join our team and enhance our customer success strategies

Role Overview:

The Customer Value Operations Partner will play a crucial role in optimizing our customer success processes, improving operational efficiencies, and ensuring a seamless experience for our clients. This position involves working closely with cross-functional teams, analyzing data, and implementing processes/strategies to drive customer satisfaction and retention. This role will help create, maintain and roll out processes and reporting for our Customer Value Partner Team that sits within our Customer Value Department.

What You’ll Do:

• Process Improvement: Analyze existing customer value processes and identify areas for improvement. Implement best practices and streamline workflows to enhance efficiency and effectiveness.
• Data Analysis: Monitor and analyze customer success metrics and KPIs. Generate regular reports and insights to support decision-making and strategic planning.
• Tool Management: Oversee the administration and optimization of customer success tools and software. Ensure that systems are utilized effectively to support team activities and reporting capabilities. Provide suggestions on process enhancements utilizing existing tools
• Internal Solutioning: Provide support for CVP team inquiries and issues that may require operational intervention.
• Training & Documentation: Develop and maintain comprehensive documentation of processes, policies, and best practices. Conduct training sessions for team members to ensure consistent execution of customer success strategies.
• Project Management: Lead and manage special projects related to customer success operations. Coordinate with stakeholders to ensure timely and successful project delivery.
• Cross-Functional Collaboration: Work closely with Sales, Product, and Marketing teams to align customer success initiatives with overall business objectives and customer needs.

What You've Done:

• Education: Bachelor’s degree in Business Administration, Operations Management, or a related field. Relevant certifications or coursework is a plus.
• Experience: 3-5 years of experience in customer success, operations, or a related role within a SaaS company. Proven track record of improving processes, reporting and managing customer success initiatives.
• Skills:
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Strong project management skills with attention to detail.
• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and derive actionable insights.
• Proficiency in Salesforce, Looker, Power BI, or other data analysis and reporting tools.
• Experience with data visualization and dashboard creation to present customer success metrics clearly.
• Excellent communication and interpersonal skills, able to translate data-driven insights into business strategies.
• Advanced Excel skills, including pivot tables, VLOOKUP, and data modeling.
• Ability to work closely with leadership on Customer Success process initiatives and plan the deliverables.
• Languages: Fluent in English, both written and spoken.
• Location: This position is based out of Phenom Hyderabad office 5 days a week.
• Shift Timings: Candidate is required to work from the office from 2 to 11 PM IST.

Benefits:

We want you to be your best self and to pursue your passions!

• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms!

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere

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