Customer Success Operations Specialist

The Customer Success Operations Specialist’s (CS Ops Specialist) mission is to improve the efficiency of the Customer Success team and implement scalable processes. She/he will be supporting the Senior Customer Success Operations Manager in ensuring that the team has optimized processes, tools, systems, playbooks, templates, documentation, and KPIs visibility to be successful.

Your responsibilities will include:

Process & Documentation

• Coordinate and design processes and playbooks that will help drive the achievement of customer outcomes, enhance customer success initiatives and improve efficiencies;
• Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers' needs;

Data

• Own the measurement and reporting of Customer Success KPIs, contract renewals and Customer Health data and scoring;
• Collect and process data from different sources, synthesizing meaningful and actionable insights;
• Prepare and maintain key dashboards for executive needs;

Systems/Tools

• Assist in Implementing and managing CS softwares that supports the CS team - be one of the administrative owners;
• Collaborate with cross-functional teams on cross-systems integration with CS software;
• Actively assess the evolving CS needs and continuously optimize the CS software being used ;

People

• Provide day-to-day support for Customer Success teams;
• Enable the CS team through training, guidelines, and process documentation;

What we’re looking for:

• Bachelor's degree in business administration, information technology, or any relevant field;
• 2+ years experience in an operations role having implemented processes and systems;
• 2+ years of hands-on work with customer success or project management;
• 1+ year hands-on experience with Gainsight Administration ( a must-have);
• Hands-on experience working with an incident support tool;
• Passionate about designing scalable processes;
• Strong experience working with Customer lifecycle data, data visualization tools and reporting;
• Familiar with Key Performance Indicators for Customer Success;
• Excellent verbal and communication skills (Bilingualism in French and English is an asset);
• Experience working in a SAAS environment;
• Experience with ESG reporting or Sustainability (an asset).

What we offer:

• Join an early-stage, well-financed company
• Advance Novisto’s purpose of contributing to the sustainability of the economy, environment, and society by empowering companies to make better decisions and disclosures through our ESG data management software
• Contribute your knowledge and insights to increase awareness and knowledge of sustainability
• Generous health benefits (100% Insurance coverage & access to Dialogue's telemedicine app)
• Flexible schedules & opportunity to work remotely
• 4 weeks of vacation
• Stock option plan
• Summer hours
• If you prefer to work at the office, we have a beautiful office, in Old Montreal, close to downtown and steps away from a metro (subway) station