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NEXTStep Commerce Inc · 2 months ago

Customer Operations Specialist

Ashburn, VA

Full-time

Onsite

Mid, Senior Level

4+ years exp

NEXTStep Commerce Inc is a leader in powering buying groups and trading partners in the B2B e-commerce space. They are seeking a Customer Operations Specialist who will manage the complete customer lifecycle, ensuring operational efficiency and driving results while collaborating with a high-performing team.

B2BCloud ComputingInformation TechnologySoftware

Responsibilities

Build and maintain strong, positive, long-lasting relationships with key customer stakeholders, serving as their trusted advisor and primary point of contact

Advocate internally for customer needs and feedback, representing their voice across product, development, and operational teams

Develop a deep understanding of each customer's business challenges, goals, and processes to identify strategic opportunities

Proactively monitor customer health, identify at-risk accounts, and implement intervention strategies before issues escalate

Own end-to-end implementation projects, including pre-implementation requirements gathering, technical platform setup, and module configuration based on client specifications

Project manage core platform implementation activities (security setup, branding, master data import, workflow configuration) and module configuration (marketplace, analytics, rebates, rewards, EDI)

Coordinate comprehensive testing and validation including system integration testing, user acceptance testing, and security testing

Develop and deliver customized training programs for end-users and administrators, ensuring successful platform adoption

Lead supplier/vendor onboarding processes for marketplace and EDI systems

Ensure all projects launch on time and on budget, managing timelines and resources independently

Utilize FreshDesk CRM to respond promptly to customer inquiries and escalations, ensuring timely resolution and comprehensive ticket documentation

Continuously improve client management processes by leveraging technology, tools, and AI to enhance efficiency and effectiveness

Manage user provisioning, access control, and account maintenance across all platforms

Analyze customer data, usage metrics, and trends using Excel and reporting tools to identify optimization opportunities and upselling potential

Regularly engage with customers through Outlook, check-in calls, and strategic business reviews

Create and maintain detailed customer documentation in SharePoint and OneDrive, including success plans, meeting notes, and account health reports

Support SOC 2 compliance efforts by collecting, organizing, and maintaining program documentation and ancillary compliance materials

Prepare and monitor SOC 2 Freshdesk tickets for change management, ensuring proper tracking and audit trails

Maintain the SOC 2 Documents Management Repository in OneDrive

Ensure compliance activities are documented with timestamped, unchangeable audit logs

Actively participate in team meetings, sharing insights and ideas to improve customer success strategies

Assist team members in achieving success and mentor peers on best practices

Share knowledge and insights across the organization to foster a culture of continuous learning

Monitor and report on key customer success KPIs including customer satisfaction, retention, and revenue growth

Embrace continuous improvement mindset, constantly seeking ways to enhance customer experience and operational processes

Qualification

Customer operations experienceFreshDesk CRM proficiencyProject management skillsE-commerce knowledgeSOC 2 compliance knowledgeData analysis skillsCommunicationProblem-solving abilitiesTeam collaborationAttention to detail

Required

4-6 years of experience in one or more of the following: customer operations, implementation, account management, e-commerce consulting, or a hybrid role combining customer success with project management or operations

Proven ability to manage complex, multi-phase projects with technical and non-technical stakeholders simultaneously

Excellent communication and interpersonal skills with ability to build trust and influence across all organizational levels

Strong problem-solving abilities with a bias toward action and independent decision-making

Outstanding project management and organizational skills with meticulous attention to detail in documentation and tracking

Proficiency with Microsoft Office suite including Outlook, Excel, SharePoint, and OneDrive

Hands-on experience with FreshDesk CRM or similar case management and ticketing systems

Comfortable with technology platforms and proven ability to learn new software and processes quickly and independently

A 'get it done' mentality with the drive to deliver results in a fast-paced, evolving environment

Preferred

Background in customer operations, implementation consulting, or managed services delivery

Experience with e-commerce, marketplace, or B2B SaaS platforms (especially B2B platforms for enterprise/mid-market)

Knowledge of Group Purchasing Organizations (GPOs), buying groups, or procurement systems

Familiarity with user provisioning, access control, or identity management concepts

Experience with SOC 2, compliance documentation, or audit processes

Knowledge of EDI, data integration, DevOps, or technical implementation concepts

AI GPT, SQL or advanced Excel skills (pivot tables, data analysis)

Experience managing documentation repositories or knowledge management systems

Benefits

Proven Legacy + Startup Energy: 25 years of industry leadership combined with a startup culture that values agility, innovation, and empowerment—you get stability with freedom

Multi-Dimensional Impact: Work across customer relationships, implementation delivery, operations, and compliance—no two days are the same, and your impact is immediately visible

Real Autonomy: Own multiple dimensions of customer success and operations with trust and meaningful support from leadership; make decisions and see results

Hybrid Skill Development: Expand your expertise in B2B e-commerce, project management, customer operations, and compliance within an established market leader

Small Team Culture: Contribute meaningfully in a close-knit team where your voice matters, your work is visible, politics don't exist, and you're treated as a peer, not just a title

Operational Leadership: Build and optimize processes, systems, and documentation that scale—create operational excellence from day one.