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Customer Success Operations Administrator

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Customer Success Operations Administrator

Posted 3 months ago

Customer Success Operations Administrator Join the Access Family and see how we make software ideas become a reality! Our core value of ‘Love work, Love life’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day, to help us achieve 2 million users of the Access Workspace platform. Are you ready for the challenge? What are we all about? At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more. We’re passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 75,000 customers to have the freedom to do more. In Romania we are proud to have more than 650 tech and software business specialist working in Timisoara and around the country and we are not stopping here. The Role The Scale Customer Success Operations Specialist is a key role designed to bridge the gap between operational efficiency and customer success at scale. This specialist is responsible for leveraging customer data to develop advanced strategies, optimizing processes, and enhancing the overall effectiveness of the Customer Success team. Key duties include analysing data to create predictive models, managing CRM systems, and designing dashboards to facilitate data-driven decisions for Scale Customer Success Managers. This role plays a vital part in ensuring seamless customer journeys and contributing to the retention and growth of customers by aligning operations with the broader organizational goals. The ideal candidate will have a blend of analytical skills, strategic insight, and a keen understanding of customer success dynamics. Day-to-day, you will complete the following range of tasks: • Operational Support: Assist the Customer Success team with administrative tasks, manage workflows, and maintain data accuracy in customer management systems. • Customer Engagement: Coordinate with Scale Customer Success Managers to understand customer needs, ensuring high-quality support and solutions are delivered. • Data Management: Perform data analysis to identify trends and insights that can drive customer success strategies. Maintain the integrity and accuracy of customer data. • Advanced Data Analysis: Leverage customer data to create signal-based strategies, enabling Scale Customer Success Managers (CSMs) to make data-driven engagement decisions. This involves analysing customer behaviours, product usage patterns, and feedback to identify areas for support and assistance. • Predictive Propensity Modelling: Develop predictive models to anticipate customer needs and behaviours. This will enable the Scale CSMs to proactively address potential issues and capitalize on opportunities. • Dashboard Creation: Design and implement dashboards for the Scale CSM team, reducing time spent on data analysis and allowing for quicker, more effective decision-making. • CRM and Data System Management: Regularly review and manage customer data in CRM systems to identify trends, patterns, and potential issues. This is crucial for anticipating customer churn and enhancing engagement strategies. • Process Optimization: Work on scaling CS processes using specific software or customer success platforms to manage and track customer interactions, progress, and outcomes effectively. • Cross-Functional Coordination: Ensure cohesive operation by aligning CS operations with the wider organizational goals. This includes working closely with marketing, sales, and product teams to ensure a seamless customer journey from the initial contact to product renewal. • Strategic Initiatives: Participate in strategic initiatives related to product, customer experience, marketing, and engagement, providing operational support and insights. • Efficiency and Productivity Enhancement: Focus on increasing the efficiency and productivity of the Customer Success team through operational improvements and streamlined processes. To be successful as an Operations Administrator, your Skills should include: • Very strong Data Analytical skills • Very high attention to detail • Troubleshooting, diagnosis and problem-solving skills • Proficient in MS Excel (with an appetite to learn more) • SQL or Python Knowledge an advantage • Ability to work both autonomously and as a part of a team • Time management and ability to prioritise • Strong written communication skills • Previous experience in an Operations Administration role is an advantage, however training will be provided for the right candidates • The role demands a combination of analytical prowess, strategic thinking, and operational efficiency to support and enhance the effectiveness of the Scale Customer Success team. What does Access offer you? We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference. On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), you’ll receive life insurance and private medical assurance, dental discounts, International Employee Assistance Program, sport activities coverage, meal tickets and Christmas Bonus. We pride ourselves on being an organisation that gives back so you’ll also have a charity day you can take to support something that matters to you. Work life balance is critical for us too, so for every 6 years of service you can benefit from a 6 weeks Sabbatical. In Access it pays to have friends – we have a referral bonus in place for every candidate you recommend that is not in our recruitment process or data base, you will be rewarded with a bonus after 3 months of employment. Become part of our amazing Access family! At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be whom we are looking for. We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun! What’s holding you back? Come and be part of our Amazing Access Family! Love Work. Love Life. Be You.

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