Customer Success Operations Specialist
The ideal candidate will be responsible for supporting the Director of Sales and CSM by monitoring contract expiration and termination information through reporting and dashboards.
* Main Responsibilities:
- Proactively support the Director of Sales and CSM with renewal activities.
- Ensure contract accuracy and completeness following defined processes and procedures.
- Engage clients to request contract signatures, respond to questions, and resolve issues.
* Key Activities:
- Generate contracts and submit them to customers for signature.
- Process completed contracts through order management to ensure no disruption of service.
- Escalate term requests, objections, or failures to renew to the CSM for action and reminders.
* Collaboration and Communication:
- Partner with Customer Operations Specialists to assist with tasks such as credit hold reviews, affiliation updates, property name changes, spend reports, etc.
- Manage relationships by partnering with DOS and CSM as part of the account team to support customers on renewal activities.
* Adoption and Usage:
- Actively support Customer Success Managers to promote adoption and usage.
- Assist with daily customer requests and issues with internal teams such as Customer Operations Specialists (COS).
* Renewal Activities:
- Coordinate renewal activities and contract processing with CSM.
- Manage order processing for successful contract completion.
- Maintain Salesforce (SFDC) accuracy and tracking for all renewal activities.
About the Role: This is a great opportunity for a motivated individual who enjoys working in a fast-paced environment and is passionate about delivering exceptional customer experiences.