Senior Customer Success Operations Specialist

About the position

The role involves a blend of VAR/customer interaction, data analysis, and process management. The Customer Success Operations department is responsible for a wide range of internal, customer and VAR-related programs and tasks. One of the principal objectives is to bring greater productivity to Acumatica CSM’s and VAR Customer Success teams. A second objective is maintaining and executing Customer Success ongoing programs.

Responsibilities

• Execute and manage customer success initiatives, including license and version compliance, surveys, and various customer and partner communications.
• Ensure that the Customer Success initiatives are carried out accurately, efficiently and effectively as possible.
• Assist, coach and teach our VAR’s Customer Success team how to excel at customer success.
• Export, analyze, and interpret data to generate summaries and actionable insights.
• Utilize Excel, Word, PowerPoint and Tableau to analyze data, create reports, and develop presentations.
• Assist with creating, maintaining, and updating documentation related to customer success processes, procedures and programs using SharePoint.
• Become proficient with using Acumatica’s CRM.
• Collaborate with the customer success team to identify and implement process improvements.
• Cross-functional collaboration to streamline processes and enhance interdepartmental communication.
• Provide general operations support to the Customer Success team.
• Contribute to Customer Success best practices.

Requirements

• Experience in a customer success or customer success operations role for an ERP company is preferred.
• Experience with SaaS model is preferred.
• Located in the USA.
• Excellent oral & written communication skills.
• Passionate about driving customer satisfaction and making good business decisions.
• Attention to detail and a commitment to timeliness and accuracy.
• Enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge.
• Know how to build and execute an action plan, lay out goals, strategies, tactics, and timelines.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Experience with Acumatica, specifically Acumatica CRM is a plus.
• Experience with ERP/SaaS is a plus.
• Experience with SharePoint is a plus.
• Strong organizational and time management skills.
• Have proven and creative problem-solving skills.
• Possess a blend of business and technical savvy.
• Ability to work independently and as part of a team.
• Enjoy and are proficient at handling diverse workloads and can prioritize effectively.
• Enjoy a dynamic work environment (continuously evolving and fast-paced).
• Positive attitude, coachability, resourcefulness, and professionalism.

Benefits

• Salary range is $80,000-100,000 annually.
• Certain roles are eligible for additional rewards, including annual bonus and stock.
• Opportunity to earn sales incentives based on revenue or utilization.