Customer Operations Specialist

1 month ago

Melbourne, Victoria, Australia Phocas Full time

Transforming Customer Interactions into Exceptional Experiences

As a Customer Operations Specialist at Phocas, you will play a pivotal role in shaping the future of growth operations. Your primary objective will be to orchestrate various reporting processes, projects, and customer operations activities, ensuring seamless execution and maximum value extraction for our customers.

This is a hands-on role that demands a keen eye for detail, technical expertise, and the ability to collaborate with cross-functional teams. You will be responsible for refining documentation and processes, identifying areas for improvement, and presenting game-changing solutions to turbocharge productivity and streamline operations.

Key Responsibilities:

  • Collaborate with Customer Teams and Enablement specialists to fine-tune efficiencies and measure performance metrics
  • Provide operational support to our customer teams, refining documentation and processes to maximise customer value
  • Identify and pinpoint areas for technical and process improvement, then present game-changing solutions to turbocharge productivity and streamline operations
  • Join forces with global colleagues to define, train, and execute operational and technical best practices for delivering and supporting Phocas products and systems
  • Stay on top of industry trends and customer system best practices, integrating the latest innovations into our strategies
  • Lead the charge in ensuring alignment and synergy across Phocas, collaborating with stakeholders and teams to synchronise efforts
  • Dive into cross-functional projects and initiatives, contributing expertise to fine-tune business processes and information flow
  • Ensure the successful delivery of evolving programs that not only support current strategies but also pave the way for future customer triumphs

Requirements:

  • Attention to detail and technical expertise
  • Ability to collaborate with cross-functional teams
  • Flexible and capable of adapting swiftly to rapidly changing priorities
  • Strong written and verbal communication skills
  • Experienced in managing projects efficiently
  • Proven track record in operational/project management, preferably in a SAAS environment
  • Strong analytical skills, able to interpret complex data and provide actionable insights using various CRM, database, and analytics tools
  • A continuous improvement and automation mindset to help bring value to customers quickly

About Phocas:

We're a business planning and analytics company on a mission to make people feel good about data. We've been hard at work for 20 years, helping 2,300 companies turn complex business data into performance-boosting results. Our global status hasn't changed our start-up roots, resulting in a workplace that's fast, exciting, and designed for fun.

We know that fun is different for everyone. So, if you want to trial a new initiative, lead a project, save the planet, or spend more time with your favourite people outside work, you'll have our full support. As long as you're doing what brings you joy, the rest falls into place. Think less stress, higher performance, more energy, and all-round nicer humans. Your friends and family will thank you.

Create your happy place.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability, and protected veterans status or any other characteristic protected by law.

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