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Customer Operations Specialist

2 months ago

Melbourne, Victoria, Australia Phocas Full time
{"title": "Customer Operations Specialist", "description": "Transform Customer Experiences

At Phocas, we're on a mission to make data feel good. As a Customer Operations Specialist, you'll play a crucial role in delivering exceptional customer experiences. Your goal will be to supercharge our customer teams, helping them extract maximum value from our solutions with precision and efficiency.

This is a hands-on role that requires attention to detail, technical acumen, and the ability to work collaboratively with cross-functional teams. You'll be responsible for refining documentation and processes, identifying areas for improvement, and presenting game-changing solutions to turbocharge productivity and streamline operations.

As a key member of our Growth Operations team, you'll have the opportunity to work on high-impact projects, contribute to the development of operational and technical best practices, and stay on top of industry trends and customer system best practices.

Key Responsibilities:
  • Collaborate with customer teams and enablement specialists to optimize system performance and measure key metrics.
  • Provide operational support to customer teams, refining documentation and processes to maximize customer value.
  • Identify and address areas for technical and process improvement, presenting solutions to drive productivity and efficiency.
  • Partner with global colleagues to define, train, and execute operational and technical best practices.
  • Stay up-to-date with 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 synchronize efforts.
  • Contribute to cross-functional projects and initiatives, fine-tuning business processes and information flow.
  • Ensure the successful delivery of evolving programs that support current strategies and pave the way for future customer success.
What You'll Need:
  • Attention to detail and technical acumen.
  • Ability to work collaboratively with cross-functional teams.
  • Strong written and verbal communication skills.
  • Experience 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 drive value for customers.
About Us:

We're a business planning and analytics company that's been helping 2,300 companies turn complex data into performance-boosting results for 20 years. We're a global company with a start-up spirit, and we're committed to making data feel good. If you're passionate about delivering exceptional customer experiences and want to work in a fast-paced, exciting environment, we'd love to hear from you.

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