Customer Success Operations Partner

This is a fully remote position, open to applicants in Spain, +1 more country.

📋 Description

• Act as the main operational contact for designated customer accounts.

• Manage operational workflows and ensure that customer-related tasks are carried out accurately and efficiently.

• Facilitate customer inquiries and operational tasks among internal teams.

• Assist in customer lifecycle processes while upholding service quality and responsiveness.

• Oversee service contract billing operations and related administrative tasks.

• Guarantee billing accuracy and support initiatives aimed at revenue integrity.

• Examine, reconcile, and address billing discrepancies with the appropriate stakeholders.

• Track operational metrics that influence revenue recognition and customer satisfaction.

• Create and sustain standardized service offerings for VIACHAIN customers.

• Assist with the implementation and ongoing management of customer service programs.

• Ensure alignment with established operational procedures and standards.

• Recognize opportunities to enhance service delivery efficiency and effectiveness.

• Manage onboarding, offboarding, transfers, suspensions, and RMA-related service contract modifications.

• Collaborate with Customer Success Managers and Customer Delivery teams on order entry and opportunity advancement.

• Coordinate shipment activities, release management, credit hold resolution, and partial shipment procedures.

• Keep accurate customer and operational records within business systems.

• Partner with Customer Success, Delivery, Support, Finance, and Operations teams to resolve customer concerns and enhance processes.

• Manage NRU tracking and coordinate resolution efforts with Support teams.

• Analyze operational data and reports to identify trends and areas for improvement.

• Support initiatives aimed at enhancing customer experience, operational scalability, and service performance.

⛳️ Requirements

• Bachelor's degree in Administrative Science, Technical Science, Business Administration, Operations, or a comparable combination of education and experience.

• 2–5 years of experience in customer operations, customer success, service delivery, order management, billing operations, or related business functions.

• Familiarity with CRM and billing systems.

• Experience with Salesforce or a similar CRM platform.

• Strong analytical, reconciliation, and problem-solving abilities.

• Advanced skills in Microsoft Excel and reporting tools.

• Proven ability to manage multiple priorities while ensuring accuracy and attention to detail.

• Excellent communication and stakeholder management skills.

• Capacity to collaborate effectively across cross-functional and global teams.

• Knowledge of operational processes, customer contracts, and service-related workflows.

• Professional proficiency in both Spanish and English.

• Proficiency in additional languages is highly desirable.

• Preferred experience in supporting transportation, logistics, telematics, IoT, SaaS, or technology-enabled service businesses.

• Desired experience in customer lifecycle management, billing operations, and revenue-related processes.

• Previous involvement in driving process improvements and operational standardization initiatives is preferred.

• Familiarity with best practices in customer success and service delivery is preferred.

• Ability to leverage AI-enabled tools and automation to enhance daily tasks and productivity.

• Commitment to ongoing learning in digital and AI literacy.

🏝️ Benefits

• Health and wellness coverage.

• Paid time off.

• Retirement or savings programs.

• Flexible work arrangements.

• Insurance coverage.

• Lifestyle perks.

• Employee discounts.

• A collaborative and innovative environment.

• Accessibility accommodations throughout the selection process.