Customer Operations Specialist

3 weeks ago

Melbourne, Victoria, Australia Phocas Full time

Transforming Customer Interactions into Stellar Experiences

As a Customer Operations Specialist at Phocas, you will be the driving force behind orchestrating various reporting processes, projects, and customer operations activities. Your goal is to supercharge our customer teams, helping them extract maximum value for our customers, with precision and efficiency.

This is a hands-on role that requires attention to detail, the ability to embrace and adopt technical systems, project management, time management, and the ability to work collaboratively with cross-functional teams.

Key Responsibilities:

  • Collaborate dynamically 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

What You'll Need to Succeed:

  • Comfortable and adept at maneuvering through various systems and databases effortlessly
  • Flexible and capable of adapting swiftly to rapidly changing priorities
  • Possesses strong written and verbal communication skills
  • Experienced in managing projects efficiently
  • Proven track record in operational/project management, preferably in a SAAS environment
  • Possesses 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 it for 20, helping 2,300 companies turn complex business data into performance boosting results. Despite our global status, we've held on to our start-up roots. The result is 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 human. Your friends and family will thank you.

Create your happy place.

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