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Make your next big career move by applying as KMC Solutions next CUSTOMER SUCCESS OPERATIONS ANALYST
Our accolades include:
The Role:
The Customer Success Operations Analyst is responsible for enhancing company efficiencies and productivity via cross-functional process development. This individual will become intimately knowledgeable in the tools that the various CS departments leverage including, but not limited to: Support Ticketing, CRM software (Gainsight & Salesforce), Project Management, SOCi Knowledge Base, Learning Management System, etc. The analyst will work with each CS department (CSMs, Professional Services, Implementation, Support, and Training) to document and maintain lists of workflow processes/playbooks to ensure consistency and effective communication across teams. They may also be required to facilitate process training, and monitor and enforce existing processes, while analyzing their effectiveness.
The Analyst role will report to and work closely with the Director of Customer Success Operations to create strategic procedures and methodologies and then implement production in order to provide customers with a superior experience, and swifter problem resolution. This will include assisting with reporting on process implementation and adoption, as well as team success metrics. This person will strive to be a SOCi product expert so that they can understand how the SOCi CS tech stack can help the Customer Success teams exceed the goals of our customers and maintain our world class service and time-to-value.
Responsibilities will also involve supporting the existing CS Operations team in the administration of our tech stack tools, as needed. These may include Gainsight, ClickUp, Organimi, etc. The ideal candidate will have experience working directly with third party efficiency tools in a team environment, while having strong data analysis skills to parse patterns from disparate sets of information.
On top of your salary, here are the exciting benefits you can look forward to:
The main responsibilities of a CUSTOMER SUCCESS OPERATIONS ANALYST include:
To apply, you must be an expert on the following requirements:
Bachelors/ Degree
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Date Posted: 15/11/2024
Job ID: 100413897
KMC is an ISO-Certified provider of Flexible Workspace Solutions and Staff Augmentation in the Philippines. We have the country's largest network of serviced offices and coworking space, with facilities across Metro Manila, Cebu, Clark, and Iloilo. We are dedicated to delivering customer-centric, highly-flexible office space solutions to businesses seeking to establish their business operations and grow in the Philippines.
Headquartered in Bonifacio Global City (BGC), KMC delivers effective business solutions through a seamless integration of services, together with sister companies KMC Savills, the country's top real estate services firm and Kittelson & Carpo Consulting, a business consultancy firm.
From building out facilities or providing private spaces in serviced offices, to complying with legal and business requirements down to human resources and payroll management, KMC offers a full suite of services that are designed to help companies outsource to the Philippines or enter and expand operations in the country.