Customer Success Operations Specialist

3 weeks ago


Montréal, Canada Novisto Full time

**The Customer Success Operations Specialist's (CS Ops Specialist) mission is to improve the efficiency of the Customer Success team and implement scalable processes. She/he will be supporting the Senior Customer Success Operations Manager in ensuring that the team has optimized processes, tools, systems, playbooks, templates, documentation and KPIs visibility to be successful.**:
**Your responsibilities will include**:
Process & Documentation
- Coordinate and design processes and playbooks that will help drive the achievement of customer outcomes, enhance customer success initiatives and improve efficiencies;
- Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers' needs;
Data
- Own the measurement and reporting of Customer Success KPIs, contract renewals and Customer Health data and scoring;
- Collect and process data from different sources, synthesizing meaningful and actionable insights;
- Prepare and maintain key dashboards for executive needs;
Systems/Tools
- Assist in Implementing and managing CS softwares that supports the CS team - be one of the administrative owners;
- Collaborate with cross-functional teams on cross-systems integration with CS software;
- Actively assess the evolving CS needs and continuously optimize the CS software being used ;
People
- Provide day-to-day support for Customer Success teams;
- Enable the CS team through training, guidelines and process documentation;
**What we're looking for**:

- Bachelor's degree in business administration, information technology or any relevant field;
- 2+ years experience in an operations role having implemented processes and systems;
- 2+ years hands-on work with customer success or project management;
- 1+ year hands-on experience with Gainsight Administration;
- Hands-on experience working with an incident support tool;
- Passionate about designing scalable processes;
- Strong experience working with Customer lifecycle data, data visualization tools and reporting;
- Familiar with Key Performance Indicators for Customer Success;
- Excellent verbal and communication skills (Bilingualism French and English is an asset);
- Experience working in a SAAS environment;
- Experience with ESG reporting or Sustainability (an asset).

**What we offer**:

- The opportunity to join an early stage, well-financed company
- Opportunity to work remotely at your convenience
- The chance to have an impact by creating a product that is bringing positive change around the world
- Generous health benefits
- Beautiful office, in the heart of Old Montreal steps from the metro.



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