Customer Success Operations Specialist
Sherpany
Lisbon, PT
há 5 dias

Sherpany is a mission-led team dedicated to helping to create a world where teams lead together and every meeting matters.

Every day, we support thousands of leaders at multinational enterprises and other large organisations in preparing and conducting their most important gatherings.

It takes a unified team committed to our core values and leading together to achieve this goal. Sherpany’s various roles embody the company's innovative spirit and our fast-moving team is committed to leading as a disruptive company.

We are remote-first, based in Zurich and we have offices in Lisbon, Berlin, Paris, Milan and Wroclaw.

The Customer Success Operations Specialist will help drive initiatives to make the department become more efficient, automate processes, work on realising a 360 degrees view of our customers and enable the team to execute the department as well as company strategy.

Responsibilities :

  • Analyse and optimise processes plus realise automation potential
  • Review processes to increase efficiency and profitability of the customer success department
  • Support the customer success department by partnering with the Analytics team in analysing key business drivers, trends and operating metrics
  • Translate data into insights and actions, and communicate recommendations
  • Work cross functionally with other departments to ensure the customer programs created are consistent with other organizational initiatives
  • Own the customer success CRM roadmap, processes and structure, including requirements engineering and solution design
  • Innovate and implement strategies for enabling the customer success team in process and tool adoption as well as understanding of relevant data
  • Job Requirements :

  • University degree or relevant further education (e.g. Business informatics, Business administration, Information technology, etc.)
  • Approx. 2-3 years of experience in similar roles
  • Prior experience in an operations role ideally within customer success or sales
  • Prior experience with process mapping, optimisation and automation
  • Good understanding of data structures and database design
  • Experience with relevant tools especially with Salesforce CRM
  • Excellent command of Excel formulas and google slides / PPT
  • Excellent English skills spoken and written
  • Prior experience in change management is a plus
  • How you can imagine us :

    What are the deliverables of the successful candidate :

    First month :

  • Visual representation of as-is customer success processes including tech-touch (CSM, CHE & CSMKG)
  • Overview of department and company priorities and the challenges this poses to operations
  • Second month :

  • Launch of 1st CRM project with support from CRM team
  • Training material for 3 most used CSM processes
  • Third month :

  • Training material for the Sherpany Concierge processes
  • Re-design of customer renewal process and project plan for its implementation
  • Supporting and documenting the formulation of the Customer Success data strategy to be executed together with the Analytics team
  • The Challenge :

    The rapid scaling of Sherpany has created a need for streamlining and standardising our varied processes. Our ideal Customer Success Operations Specialist must find themselves comfortable at the interface between business and technology, being able to weigh up and fully understand the customer needs versus company needs perspective in their daily work, as well as plan and prioritise accordingly.

    The goal is to find the optimal balance between drawing out the maximum automation potential while still allowing for a premium and individualised customer experience.

    Are you up for it?

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