Principal Client Success Operations Specialist

Corestream - Tampa, FL

Full-time - Senior

Hybrid - Tampa, FL

Publishing Industries

About the position

As a result of our continued growth, we are excited to invite a Principal Client Success Operations Specialist to join our dynamic, entrepreneurial tech team. The Principal Client Success Operations Specialist plays a pivotal role in driving operational excellence and ensuring seamless delivery of services to our clients. This role requires an individual with a strong background in client operations, technical problem-solving, and process improvement to enhance our team's efficiency and client satisfaction. This role will oversee critical processes across client invoicing, data file management, and cross-departmental collaboration to optimize our workflows and foster a culture of high performance and accountability across the Client Operations and Implementation teams. Location: Corestream is headquartered in Tampa, FL. This is a hybrid role that requires periodic in-office presence each month.

Responsibilities

• Oversee data file exchanges to ensure completion, adherence to technical requirements, and correct file transmission protocols.
• Handle client invoicing and promptly follow up on related inquiries, addressing discrepancies between billing and payment data.
• Analyze data to detect and address discrepancies in billing and payment processes.
• Develop and document initiatives to reduce data errors and enhance operational efficiency.
• Create and update documentation for known issues, common troubleshooting steps, and FAQs to aid clients and internal teams.
• Foster strong relationships with both technical and non-technical teams, acting as a key liaison between external partners and our technical team.
• Manage ticketing systems to document and resolve client and provider inquiries efficiently.
• Provide guidance and mentorship to junior team members, fostering their professional growth and ensuring high standards of performance across the team.
• Contribute to the development and implementation of operational strategies that align with the company's long-term goals and objectives.
• Take ownership of critical processes, ensuring continuous improvement and operational excellence.
• Address and resolve complex technical and operational issues that impact client satisfaction or operational efficiency.
• Work closely with other departments, such as Product, Engineering, and Sales, to ensure client needs are met and operational processes are aligned across the company.
• Support both the Implementation and Operations teams, contributing to both teams' success in meeting organizational goals.
• Identify and standardize overlapping processes or documentation between Implementation and Operations, ensuring consistency and reducing duplicative efforts.
• Regularly monitor system performance, logs, and error reports to identify issues before clients are impacted.
• Perform deep dives into the underlying causes of recurring technical problems, contributing to long-term solutions.

Requirements

• 7-10+ years of experience in triaging, expediting, and managing help desk tickets.
• 5+ years of experience with file transfer protocols, ensuring secure and efficient data exchanges.
• 6+ years of experience utilizing MS Office Suite for documentation and communication.
• Demonstrated ability to manage multiple client activities simultaneously, with strong analytical and organizational skills.
• Excellent communication, problem-solving, and teamwork skills, with a professional, friendly, and positive attitude.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Benefits

• Competitive compensation and benefit packages.
• Casual dress code in the office.
• Free snacks and beverages.
• Wednesday lunches are on the house.