Customer Success Operations Specialist

2 weeks ago

Toronto, Ontario, Canada Docebo Full time
Job Title: Customer Success Operations Analyst

As a key member of the Revenue Operations team at Docebo, the Customer Success Operations Analyst will play a crucial role in ensuring the success of our customers. This position requires a deep understanding of business processes, technical proficiency in CRM design and development best practices, and excellent analytical and communication skills.

Responsibilities:
  • Collaborate closely with business partners to manage Docebo's Customer Success system/platform.
  • Provide operational support for resolving issues with the Customer Success system/platform in production.
  • Take ownership of end-to-end delivery for improvements to the Customer Success system/platform, including documenting user stories, presenting solution designs, configuring, testing, and deploying changes into production.
  • Contribute actively as a key team member in designing, developing, testing, and launching enhancements and projects on the Customer Success system/platform.
  • Evaluate new requests and establish realistic delivery timelines in collaboration with business partners.
  • Participate in cross-functional projects that involve integrating the Customer Success platform with other business systems.
  • Drive the evolution of the delivery process for Business Systems, adapting to policy and process changes in a dynamic environment.
  • Develop detailed project plans to monitor and manage progress effectively.
  • Provide regular updates on project status to stakeholders.
Requirements:
  • Bachelor's degree (or equivalent), in a related field is required.
  • 3+ years in a similar role; sales, operations, systems analysis, or information technologies.
  • Quantitative and general problem-solving skills; superior critical thinking.
  • Strong technical and analytical skills with an ability to adapt to new technologies.
  • Experience with integrating key revenue tools like Totango, Qualtrics, Zendesk, Mavenlink etc with Salesforce.
  • Experience with building and maintaining managed and unmanaged integration packages with Salesforce and Totango.
  • Comfortable with ambiguity associated with a fast-moving business and international environment.
  • Ability to manage competing demands.
  • Strong data modeling skills.
  • Impeccable time management and organizational skills.
  • Strong written and verbal communication skills.
  • Experience within a SaaS environment.
Preferred Requirements:
  • Familiarity with CRMs and similar tools is a plus.
  • Knowledge of the LMS industry and its surrounding will be a plus.

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