Customer Success Operations Specialist
Insider
- İstanbul
- Sürekli
- Tam zamanlı
- Customer Journey Mapping: Map the customer journey to identify touchpoints and opportunities for engagement and improvement throughout the customer lifecycle.
- Customer Journey Optimization: Own and streamline the entire partner journey, from onboarding to post-onboarding, ensuring swift and efficient transitions and a seamless experience for partners.
- Onboarding and Training: Ensure a smooth onboarding process for new customers, helping them get started with the software and providing training and resources to maximize their product knowledge.
- Speed to Value: Work to improve the speed and quality of onboarding, with a focus on delivering fast and qualified onboarding, ultimately contributing to partner satisfaction.
- Customer Health Monitoring: Continuously assess the health and engagement of customers by tracking product usage, adoption, and satisfaction. Identify at-risk customers and opportunities for upsell.
- Data Analysis: Analyze customer data and usage patterns to identify trends and insights that can guide decision-making and product improvements.
- Customer Feedback: Gather and analyze customer feedback to gain insights into their needs, challenges, and suggestions. Use this feedback to improve the product and services.
- Time Savings: Implement strategies and processes that save time for our Customer Success Managers, enabling them to focus on building and maintaining strong partner relationships.
- Playbooks and Automation: Develop customer success playbooks and utilize automation tools to guide customer interactions, ensuring consistency and efficiency in customer management.
- CRM Management (Gainsight): Take responsibility for managing all customer success activities within our CRM, ensuring data accuracy and process efficiency.
- Churn Analysis: Investigate customer churn and work on strategies to reduce it, including addressing root causes, improving customer support, and enhancing the product.
- Customer Support Alignment: Ensure that customer support and success teams are aligned in their efforts, with clear processes for escalations and issue resolution.
- Customer Success Technology: Stay current with customer success technology and tools, utilizing them to streamline processes and enhance customer management.
- Customer Success Efficiency: Identify and create projects that reduce Customer Success costs and contribute to the company's profitability.
- Communication Coordination: Act as the central point of contact for all internal communication within the Customer Success team. Ensure that messages and information are effectively shared across various teams and departments.
- Cross-Functional Collaboration: Facilitate and promote collaboration among different functions within the Customer Success team, such as onboarding, support, and account management, to ensure a cohesive approach to partner success.
- Continuous Improvement: Continuously assess and improve the effectiveness of customer success operations, adjusting strategies and processes as necessary.
- Bachelor's degree in Engineering, Business, Operations, or a related field.
- 2+ years of experience in customer success, operations, or a similar role.
- Strong analytical skills with a data-driven approach.
- Exceptional communication and interpersonal skills.
- Proficiency in using customer success and CRM software (e.g., Gainsight, Salesforce, HubSpot).
- Strong organizational skills with attention to detail.
- Adaptability to a fast-paced, evolving work environment.
- A chance to work in an international, diverse, and inclusive environment
- To be a part of an industry that's shaping the future of customer experiences
- Opportunity to be a part of different side projects depending on your interests
- Access to many hard and soft skill training to help you improve and challenge yourself
- Access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
- Space to share your skills through training sessions and workshops if you wish. Sharing is caring!
- Free access to exclusive platforms such as Blinkist, Masterclass, and Spotify
- Chance to become a Shareowner with the "Shareowner System"
- Inclusive Private Health Insurance
- Food ticket to cover all the yummy food expenses monthly
- The infamous team activities are bursting with fun. Check out:
- No Dress Code!