Customer Success Operations Specialist

3 weeks ago

Southbank, Australia IntelligenceBank Full time

Company Description

With an enviable, multi award winning product portfolio, IntelligenceBank is leading the way when it comes to innovative marketing operations solutions.

A rapidly scaling, innovative and enthusiastic organisation, we believe in surrounding ourselves with good people. We strive to deliver the best outcomes for our customers, our partners and our people and to deliver on our brand promise to “Make Work Seem Less”.

**Job Description**:
To help us continue to deliver on our value of Six Star Service to our clients, we've a newly created role for a **Customer Success Operations Specialist**. Reporting to the SVP of Customer Success APAC you'll be responsible for supporting Customer Success Managers with the information, content, and tools to drive efficient portfolio management.

This is a hybrid role based in Melbourne.

While there’s a good chance no two days will be exactly the same, here's a look of some of the core focuses of your role:

- Maintain a single source of truth for Customer Success systems and processes, including but not limited to SalesForce processes and links to marketing materials and collateral.
- Participate in the regular audit and reporting of accounts in SalesForce and Mission Control to ensure that portfolio accuracy is maintained.
- Proactively monitor accounts in order to track usage patterns and identify any anomalies, problems and/or opportunities with the service or product being provided.
- Assist with the identification, design and implementation of processes enhancements across the Customer Success function to drive efficiencies and liaise with RevOps team for implementation.
- Manage customer outreach lists, and segments. Liaise with product marketing on content.
- Coordinate with internal departments to ensure that customer requests are fulfilled promptly and efficiently.
- Liaise with Product Marketing to coordinate delivery for new product launches, including in-app announcements, globally.
- Support the account managers in their renewal process and ensure Salesforce, Mission Control, MCP, TPM and other tools are kept aligned with the clients interaction with our business.

**Qualifications**:
**About You**

Curious by nature, you love solving problems and simplifying complexity. You're detail-oriented and proactive. All team members are encouraged to continually inspect, adapt and experiment, looking for opportunities to improve individually and collectively so a growth attitude is a must. We do have a few other key requirements so read on and see if you could be part of our team:

- Demonstrated experience working with SalesForce, Mission Control and MCP
- Analytical with ability to present data in clear, actionable terms
- Proficiency with Excel is a must
- Ability to quickly build strong and effective relationships with internal stakeholders and customers.
- Work independently with mínimal supervision and be proactive
- Excellent project management skills
- Ability to prioritise tasks and deliverables
- Strong written and verbal communication skills
- Strong commercial and financial acumen
- Strong attention to detail

Additional Information
**Next Steps**:

- "We're a 2023 Circle Back Employer & commit to replying to every applicant."_

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