Senior Customer Success Operations Specialist

4 weeks ago

Calgary, Alberta, Canada CLIO Full time
About the Role

We are seeking a highly skilled Senior Customer Success Operations Specialist to join our Revenue Operations team at Clio. As a key member of our team, you will be responsible for designing, implementing, and measuring strategic programs, initiatives, and processes that enable our Customer Success team to deliver exceptional value to our customers.

Key Responsibilities
  • Serve as a key operational business partner for the Customer Enablement organization, working closely with the leadership team on strategic programs and projects.
  • Proactively identify gaps and design effective solutions for the Customer Enablement organization across programs, processes, playbooks, systems, and data/analytics.
  • Drive the planning of and own specific strategic initiatives, programs, and projects in support of the Customer Enablement organization's annual goals and quarterly OKRs.
  • Become an expert on the Customer Enablement organization's metrics, data, processes, and procedures, and identify and implement strategies to improve these.
  • Design and launch key initiatives, programs, and processes that drive internal efficiencies, uplevel the effectiveness of our Customer Enablement team, and deliver greater value to our customers.
  • Support the optimization of our Customer Enablement organization's tech stack, in partnership with our GTM Systems team.
Requirements
  • 5+ years of experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership at software companies.
  • Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations.
  • Excellent organization and time management skills, with experience creating and maintaining detailed project plans.
  • Data-driven and analytical, with the ability to use data to measure the business impact of your work.
  • Excellent verbal and written communication skills, with the ability to communicate with stakeholders of all levels.
About Clio

Clio is a leading cloud-based legal practice management software company that is committed to providing innovative solutions to the legal industry. We offer a comprehensive suite of tools that help law firms streamline their operations, improve client relationships, and increase productivity.

We are a hybrid work environment, with a focus on work-life balance and employee well-being. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

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