Job Description

Who We Are

HeadSpin is a global omnichannel digital experience testing platform that helps enterprises optimize application performance with its data science capabilities. With a strong infrastructure availability of real devices across 90+ locations, the HeadSpin Platform enables manual and automated app testing with a wide range of devices, including both screen and screenless devices, such as mobile phones, desktop browsers, media players, audio devices, and even automotive systems.

The Platform has an extensive on-prem and cloud-hosted device infrastructure that uses data science-driven performance and quality of experience analytics to collect over 100+ performance experience KPIs out of the box and provide performance analysis and monitoring across the engineering cycle. The Platform\'s advanced capabilities enable leading global enterprises to achieve an improved digital experience, faster triage, and cost efficiency.

About the Role

We are seeking a motivated and detail-oriented individual to join our team as a Customer Success Operations Specialist. In this role, you will play a crucial part in enhancing our customer success efforts by optimizing processes, managing data, and providing valuable insights to ensure our customers\' satisfaction and success.

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What You\'ll Do

• Collaborate closely with the Customer Success team to implement operational strategies.
• Analyze customer data and metrics to identify trends, opportunities, and areas for improvement in customer success processes.
• Maintain and manage our customer relationship management (CRM) system, ensuring accurate and up-to-date customer information.
• Assist in designing and implementing workflows and automation to streamline customer onboarding, communication, and support processes.
• Monitor and report on key performance indicators (KPIs) related to customer success, providing regular updates and insights to relevant stakeholders.
• Support the development and delivery of customer training materials, resources, and documentation.
• Collaborate with cross-functional teams, including Sales, Marketing, and Product, to ensure alignment and efficient communication related to customer success initiatives.

What You\xe2\x80\x99ve Done Before

To excel in the role of Customer Success Operations Specialist, you should possess a minimum of 4 years of relevant experience in customer-facing roles, ideally within customer success, customer support, or operations, particularly within the technology or SaaS sector. Your expertise in data analysis will be evident through your ability to dissect customer data, recognize trends, and convert insights into actionable suggestions, thereby driving enhanced customer success outcomes. Your familiarity with various CRM systems, such as Salesforce, HubSpot, or Jira, will underscore your ability to adeptly manage customer interactions, track progress, and uphold precise and up-to-date records. A proven track record of optimizing processes, alleviating bottlenecks, and introducing workflow automation will showcase your prowess in enhancing operational efficiency.

Collaboration will come naturally to you, having effectively worked with cross-functional teams, including Sales, Marketing, and Product, to synchronize strategies and ensure a smooth and consistent customer journey. Your excellent communication skills, both written and verbal, will shine through as you convey intricate information with clarity and conciseness in interactions with both customers and colleagues.

In past roles, you\'ve thrived in problem-solving, adeptly navigating customer challenges and inquiries with a composed demeanor, consistently delivering innovative solutions to meet customer needs. Your customer-centric mindset has been your driving force, evident through your commitment to exceed expectations and guarantee customer contentment in every interaction. By embodying these qualifications, you\'ll contribute a wealth of experience and skills that will be invaluable in elevating our customer success operations and fostering positive outcomes for our clientele.

What You Need

• Bachelor\'s degree in Business, Marketing, Communications, or a related field (or equivalent experience).
• Proven experience in a similar role, preferably within a SaaS or technology company.
• Strong analytical skills with the ability to interpret data, draw insights, and make recommendations.
• Proficiency in customer relationship management (CRM) software and other relevant tools.
• Excellent communication skills, both written and verbal.
• Detail-oriented mindset with the ability to manage multiple tasks and priorities.
• Problem-solving attitude and a proactive approach to challenges.
• Experience with process optimization and workflow automation is a plus.
• A customer-centric mindset and a genuine passion for ensuring customer success.
• Team player with the ability to collaborate effectively across departments.

HeadSpin