Description

Looking to hire within Minneapolis, New York, and Seattle.

The Customer Success Operation Specialist is responsible for executing on the Customer First and organization-wide strategies. This includes advising, managing, and operationalizing the processes, tools, and reporting for our Customer First team globally in support of our strategy. Through process, tools, and reporting, our goal is to better enable our Customer Success organization to successfully engage with our customers to continuously find value with their subscription and services.

Our mission is driving productivity, consistency, efficiency, and scale across the Customer Success organization. In order to drive successful outcomes, it is critical for this role to collaborate cross-functionally and partner with teams across Siteimprove to bring the customer strategy to life through collaboration with Product, Marketing, Sales, Channel, and other departments.

What you will be doing

  • Understanding Customer Success objectives, key metrics, and processes to improve efficiencies

  • Leading and proactively managing end-to-end execution of projects/programs

  • Explaining highly technical topics to a wide variety of audiences

  • Utilize all available feedback and data to drive improvements to our internal tools based on shifting initiatives and priorities

  • Proactively identify pain points in processes and tools and provide recommendations for improvement

  • Develop processes to compile and organize team resources

  • Enable team to successfully navigate internal processes and platforms, using positive reinforcement

  • Can-do attitude to roll up your sleeves and provide support across the team

  • Managing multiple priorities, as this role will juggle a variety of functions and projects

  • Developing a deep understanding of a complex product and effectively communicating the use cases to technical and non-technical audiences

  • Embracing change and real-time feedback to further refine and mature our processes, tools, and reporting

  • Actively participate in huddles, team meetings, and other company functions by sharing knowledge and providing feedback that will improve how Siteimprove works with our customers

  • Attend meetings and other company functions as necessary to perform duties

  • Perform other related duties as assigned

What we require of you

  • Self-starter with demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasks

  • Ability to embrace an agile mindset; ability to execute projects quickly with continuous iteration

  • Strong listening ability and persuasiveness to use appropriate interpersonal communication styles and methods

  • Ability to tell stories in a meaningful way by leveraging data and facts

  • Proven track record of analyzing large data sets to pick out key findings and insights

  • Excellent problem solving and creative thinking skills

  • Proven track record of delivering measurable results

  • Excellent verbal and written communication skills working in a professional environment

  • Strong collaboration and teambuilding skills

  • Excellent time management, organizational and planning skills

  • Ability to multi-task and adapt to a fast-paced environment

  • Travel as needed

What we'll love about you

  • Knowledge of the customer journey and customer success principles

  • Profficient in Microsoft Office – Excel, PowerPoint, and others

  • Experience working with customer success tools like Totango, Gainsight, Salesforce.com, Pendo, Calendly, and Hubspot.

  • Experience with data analytics tools such as PowerBI, Tableau, Alteryx, is a plus

  • Experience working in or with Software-as-a-Service (SaaS) companies

What you'll love about us

Siteimprove is a people-centric SaaS company driven by the desire to make the internet better for everyone. We take our responsibility as a thought-leader within digital inclusivity seriously as we champion inclusion globally through our business actions and our corporate social responsibility initiatives. Our growth journey comes with plenty of opportunities for personal development and being surrounded by highly talented colleagues means there’s always someone to learn from. We’re a hybrid workplace that nurtures a culture that offers Siteimprovers a high degree of flexibility and enables them to keep their life balanced.

In addition, we hope you’ll appreciate:

  • Great and inspiring company culture. Read more about the Siteimprovers and our inclusive, people-centric culture in this section here: https://careers.siteimprove.com/culture/

  • Rest and relaxation. 4 weeks paid time off, 11 paid holidays, which includes 1 floating holiday of choice.

  • Comprehensive benefits. National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more!

  • Prepare for the future. 401(k) with a company match to provide a better future in your retirement years.

  • Development opportunities. We are growing which in turn provides opportunities to grow both personally and professionally.

How to apply

Click on the APPLY NOW button to submit your application.

Siteimprove is an equal opportunity employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status

Siteimprove is a global corporation and has developed data practices designed to assure your personally-identifiable information is appropriately protected. Please note that personal information may be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at https://siteimprove.com/en/privacy/.

Apply now!