GiveCampus · 1 day ago

Partner Success Operations Specialist

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Manage definitions and data collection on key indicators of partner success, including NPS/CSAT, health scores, churn and retention, adoption and utilization, customer surveys, etc

Work with PS team leadership to maintain a map of the standard customer journey and continuously identify areas that need improvement. Propose and implement changes to internal processes, resources, and/or measurement frameworks that support the business in executing against the ideal journey.

Identify workflows for the PS team that are associated with specific milestones in the customer journey. Define and document the activities, communication templates, and resources required for each milestone. Use the technology stack to automate steps and/or surface reminders, resources, and collateral that will help the team to complete these activities successfully and consistently.

Leverage technology to support the team in executing automated or scaled partner communications in response to specific events and triggers. Support can include monitoring user/contact data quality, defining rules that govern which accounts or contacts/users receive communications, and managing the tools for sending communications to broad sets of users/contacts

Support internal frameworks for identifying partner risk factors and triggering appropriate interventions. Work with PS leadership to establish criteria for what constitutes risks or escalations, create automatic triggers where appropriate, and use technology to track response and resolution

Support the team in maintaining and adjusting criteria for segmenting the customer base and developing differentiated strategies, tools, playbooks and automations by segment

For the segment of customers identified as low- / tech-touch, manage additional automations and frameworks that allow Partner Success Managers to deliver value and respond to customer needs across a large portfolio of customers efficiently and at scale.

Manage GiveCampus’ Customer Success Platform, Vitally. Create fields, build workflows, generate reporting, design layouts, and support integrations between Vitally and other systems of record.

Generate regular reporting on partner success metrics for both routine meetings and larger reviews such as team QBRs. Establish monitoring systems that enable you to identify trends and flag issues, as well as approaches to surfacing insights to PSMs at appropriate moments

Support PS leadership in assessing and forecasting CS resourcing needs – as well as with allocating and balancing account portfolios across team members. Produce reporting related to staffing utilization and efficiency

Ensure that customer data in CRM and PS tools is accurate and up to date.

Provide support and training for team members on processes, metrics, tools and technology to ensure optimal use. Document team wide policies and procedures and ensure that the resources and collateral needed to support the team's work are available, organized, and easily accessible.

Provide assistance to Partner Success Managers (PSMs) with issues or questions about tools, processes, account assignments, technical challenges, and customer data

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SuccessRevenue OperationsData AnalysisProcess MappingCustomer Success ToolsCRM WorkflowsSalesforceTraining DevelopmentData Quality Management

Required

Bachelor’s or greater degree preferred

3+ years of experience in Customer Success or Revenue Operations - or equivalent experience in a similar operational or customer-facing role (Support Operations, Business Operations, Customer Success Management, Account Management)

Proven analytical skills with experience in data-driven decision-making as well as process mapping and optimization

Excellent communication and interpersonal skills, with the ability to engage effectively with customers and cross-functional teams alike.

Detail-oriented with strong organizational skills and ability to manage multiple priorities.

Results-driven professional with the ability to thrive in a growth-oriented environment

Preferred

Familiarity with Customer Success tools (e.g., Vitally, Gainsight, ChurnZero) and experience with CRM workflows and automation (e.g. Salesforce) is strongly preferred.