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Customer Success Operations Specialist

Form.com

Form.com

Customer Service, Sales & Business Development, Operations
Kraków, Poland · Poland · Remote
Posted on Friday, May 17, 2024
As a Customer Success Operations Specialist, you’ll support the efforts of the Customer Success Managers and Account Managers who manage our various accounts in a variety of administrative tasks, while simultaneously providing onboarding consultations and reactive support to our smaller customers portfolio. You’ll be an integral part of the day-to-day Customer Success operations, helping achieve our mission to advocate for, consult with, and empower our customers. You’ll become a product expert, delivering an exceptional customer experience, and helping our customers use the product to its fullest potential.

What We'll Achieve

  • You’ll play a critical role in our Essentials onboarding, using our tech-touch approach, guiding new customers through the product functionality and how best to apply it to their business.
  • You’ll provide managed services to the customers either directly or via the CS Operations team to augment the customer’s role in the administration and management of their platform solution.
  • You’ll support our Customer Success Team and Account Management with ongoing maintenance and customer data initiatives.
  • You’ll join internal team and customer calls to discuss solution maintenance and solution administration challenges, including our customer office hours.
  • You’ll consistently communicate our value and demonstrate GoSpotCheck’s ROI for our customers throughout their lifecycle.
  • You’ll have more than enough thrown at you from customers, but your ability to prioritize and deliver on the highest value items is what will distinguish your performance.
  • You’ll work with the customer and internal teams to simplify, standardize, document, and potentially automate tasks and processes to improve efficiencies around platform administration.

Who You Are

  • You have 2-3 years of experience in a customer-facing role or customer operations type role within a software or technology company.
  • You are an intelligent, empathic, and resourceful problem-solver.
  • Your written communication is exceptional: concise, persuasive, and empathetic.
  • Your verbal communication is exceptional: clear, on-point and confident.
  • You know and love Microsoft Excel and have the ability to zoom out of the minutia to recognize whether an input will result in the desired output. Bonus points if you have a basic understanding of relational databases and can write basic SQL queries.
  • You have a passion for problem-solving and innovation, all in the best interest of making processes more efficient for the customer and field teams.
  • When it comes to organizational skills, you’re the cream of the crop and can even point to examples of technologies you use to stay organized.
  • Having too much work and not enough time doesn’t make you come unglued - You understand how to prioritize and focus on what’s important.
  • You look forward to collaborating, working cross-functionally, and building relationships with many other teams throughout the company.
  • You always make a point to follow up with customers and are a quick responder through various communication channels.
  • You appreciate and align with ourcompany values.

We Offer:

  • 9,500 - 12,000 PLN net + VAT for B2B or 8,000-10,000 gross for UoP, depending on experience
  • Work remotely (in Poland) or in our Kraków office
  • Private medical healthcare
  • Being part of a small team
  • A startup atmosphere where you can feel the impact and importance of your work
  • Using the latest tools of your team’s choice