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Customer Operations Specialist

2 months ago

Melbourne, Victoria, Australia Phocas Full time
Transform Customer Experience with Phocas

Phocas is a business planning and analytics company on a mission to make people feel good about data. We're seeking a skilled Customer Operations Specialist to join our global Growth Operations team.

As a key member of our team, you'll be responsible for orchestrating various reporting processes, projects, and customer operations activities. Your goal will be 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 collaboration with cross-functional teams.

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.
What You'll Need:
  • 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.

At Phocas, we're committed to creating a workplace that's fast, exciting, and designed for fun. We know that fun is different for everyone, so we offer a supportive environment that allows you to trial new initiatives, lead projects, and pursue your passions outside of work.

Join us in shaping the future of growth operations and making a meaningful difference in the lives of our customers. We're a 2024 Circle Back Initiative Employer, and we commit to responding 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.