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Operations Coordinator-Customer Success

3 months ago

Herndon VA, United States ST Engineering iDirect Full time
Overview:

ST Engineering iDirect is a global leader in satellite communications (satcom), providing technology and solutions that enable its customers to expand their business, differentiate their services, and optimize their satcom networks. Our business focuses on solving satellite’s most critical economic and technology challenges, and expands a shared commitment to shaping the future of how the world connects. With your talent and energy paired with our vision and technical leadership, the most fulfilling work of your career is waiting for you at ST Engineering iDirect...the sky is truly the limit

We are in search for a Team Adminstrator/Project Coordinator who will streamline processes and procedures, implement effective tools, and analyze data to improve Customer Success operations. By identifying and implementing best practices, working together to embrace change and by encouraging innovation, you will assist the Customer Success team to deliver an outstanding customer experience. You will be a point of contact for the Customer Success team for questions related to processes, tools or documentation and work to ensure continuity of operations. This includes managing ad-hoc requests for data and participating in meetings.

This role includes daily interactions with customers for license provisioning, user account management and support related questions. The operations analyst drives continuous improvement projects in close collaboration with the Customer Success Management team and other departments.

In this role, you will analyze data and provide reports for Customer Success KPI’s, Customer Satisfaction, Incident and Problem management and SLA reporting. You will drive initiatives to bring in new data or set up new metrics following ITIL best practices.

KEYWORDS: Operations, Project Management, Project Coordinator, Customer Support, adminstrative support, reporting, ITIL

Responsibilities:
Provide adminstrative support to the Customer Success/Operations group.
Support the Customer Sucess, Operations and IT team as well as other stakeholders on Salesforce related issues to include error handling, testing and enhancements.
Manage and update customer communication for the CC Team and assist with customer licensing and user creation.
Responsible for the creation and management of various ad-hoc reporting and metrics for internal stakeholders and customers.
Updating external and internal handsbooks with revisions as needed.
Management/administration of Customer Success tools, for example Confluence page.
Represent CS in weekly CAB meetings.
Coordinate CAB requests to inform the TAC management team of impacts.
Assist in developing and implementing CS operations process improvements, document process changes/new processes, or related tasks.

Qualifications:
Passion for efficiency and designing processes and procedures that are scalable and future-proof
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Project management experience
Strong communicator
Takes a high degree of ownership of assigned tasks
Analytical problem solver
Customer-centric mindset
Degree in related field of experience to match
2 +years relevant experience
Experience with Microsoft Office Suite
Experience with user story mapping and Agile development is a plus
Experience with Salesforce is a plus
Experience with ITIL is a plus
Experience with Power BI / Salesforce CRM Analytics is a plus