Senior Customer Success Operations Specialist

Senior Customer Success Operations Specialist Acumatica is a leading innovator in cloud ERP, empowering small and mid‑size businesses worldwide. Built on the world’s best cloud and mobile technology, Acumatica delivers a suite of fully integrated business management applications, such as Financials, Distribution, CRM, and Project Accounting, on a robust and flexible platform. Acumatica’s culture is casual and high‑energy, valuing work/life balance, efficiency, simplicity, friendly customer service, and making a difference in the world. Job Description The role involves a blend of VAR/customer interaction, data analysis, and process management. The Customer Success Operations department is responsible for a wide range of internal, customer and VAR‑related programs and tasks. One of the principal objectives is to bring greater productivity to Acumatica CSMs and VAR Customer Success teams. Another objective is maintaining and executing Customer Success ongoing programs. Responsibilities Execute and manage customer success initiatives, including license and version compliance, surveys, and various customer and partner communications. Ensure that the Customer Success initiatives are carried out accurately, efficiently and effectively. Assist, coach and teach our VAR’s Customer Success team how to excel at customersuccess. Export, analyze, and interpret data to generate summaries and actionable insights. Utilize Excel, Word, PowerPoint and Tableau to analyze data, create reports, and develop presentations. Assist with creating, maintaining, and updating documentation related to customer success processes, procedures and programs using SharePoint. Become proficient with using Acumatica’s CRM. Collaborate with the customer success team to identify and implement process improvements. Cross‑functional collaboration to streamline processes and enhance interdepartmental communication. Provide general operations support to the Customer Success team. Contribute to Customer Success best practices. Qualifications Previous experience in a customer success or customer success operations role is preferred. Located in the USA. Excellent oral and written communication skills. Passionate about driving customer satisfaction and making good business decisions. Attention to detail and a commitment to timeliness and accuracy. Enjoy learning, be it new software, processes, or policies, and sharing knowledge. Know how to build and execute an action plan, lay out goals, strategies, tactics, and timelines. Proficiency in Microsoft Excel, Word, and PowerPoint. Experience with Acumatica, specifically Acumatica CRM, is a plus. Experience with ERP/SaaS is a plus. Experience with SharePoint is a plus. Strong organizational and time management skills. Have proven and creative problem‑solving skills. Possess a blend of business and technical savvy. Ability to work independently and as part of a team. Enjoy and are proficient at handling diverse workloads and prioritizing effectively. Enjoy a dynamic work environment (continuously evolving and fast‑paced). Positive attitude, coachability, resourcefulness, and professionalism. Additional Information Acumatica is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e‑mail HR@acumatica.com. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Salary range: $80,000–$100,000 annually. The offer will consider a range of factors, including skills, qualifications, and experience. At Acumatica, certain roles are eligible for additional rewards, including annual bonus and stock, awarded based on individual performance. Some roles may also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. #J-18808-Ljbffr