Customer Success Operations Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Engage with the Product team at the conclusion of each sprint to gain insights into completed tasks, release schedules, and the advantages for customers.

• Convert release notes into actionable training for the Customer Success and Support teams.

• Assist Customer Success Managers (CSMs) in articulating the value of new features and pinpointing adoption opportunities with current customers.

• Track inquiries to uncover knowledge gaps and create training, coaching, or resources accordingly.

• Evaluate and confirm internal documentation within Guru.

• Strategize and oversee communications directed at drivers, administrators, and customer contacts through Mailchimp.

• Showcase new features via webinars and training sessions, addressing any usage-related queries.

• Collaborate with Product Marketing on emails, webinars, guides, and certifications.

• Convey customer insights to Product Marketing and brief the Customer Success team on ongoing campaigns.

• Create both live and self-service training materials with the Implementation Specialist utilizing Loom and Navattic.

• Analyze support ticket trends and convert them into actionable insights for Customer Success and Product teams.

• Relay frequently asked customer questions, feedback, and barriers to adoption to the Product team.

• Transform recurring inquiries into videos, guides, and one-pagers, continually refining them based on usage.

⛳️ Requirements

• 3-5 years of experience in Customer Success Operations, customer enablement, customer education, or a similar role.

• Proficient in learning a product thoroughly and conveying intricate features clearly to both internal teams and customers.

• Proven experience in developing and delivering training, product demonstrations, and written enablement resources.

• Practical experience using Mailchimp or a comparable platform for crafting, segmenting, and dispatching customer communications.

• Excellent writing, facilitation, and project management abilities.

• Capability to coordinate efforts across multiple teams.

• Skilled in utilizing customer feedback, support trends, and recurring inquiries to identify training or documentation requirements.

• Familiarity with Guru, Loom, or Navattic is advantageous.

• Experience with Gainsight, Zendesk, and HubSpot is also beneficial.

🏝️ Benefits

• Remote work and flexible working hours.

• Mentorship and development opportunities.

• Comprehensive medical and dental benefits.

• Healthcare spending account.

• Annual Health and Wellness Spending Account of $3,000.

• Employee Assistance Program (EAP).

• Flexible (Unlimited) Time Off with no annual vacation cap.