Customer Success Lead

2 months ago


New Kensington, United States Advantage xPO Full time

Customer Success Operations Lead

At Polyconcept North America (PCNA), our mission is to inspire pride. Whether we are providing backpacks and wireless power banks for a trade show, apparel and drinkware for an employee recognition program, or a branded welcome kit for customers at a resort, our goal is to deliver confidence with every brand impression.

Description

As the Customer Success Operations Lead on the Customer Success Operations team, you will be responsible for the core functional responsibilities of the enterprise and functional projects requiring leadership from Customer Success. This includes prioritization, data synthesis and trend analysis presentation, resource management activities, process ownership model maintenance, as well as key contributors and owners of these initiatives. The CS Initiatives Lead also has effective project management skills to lead projects through a lifecycle of design, planning, management, execution, and measurement/monitoring. This role works to ensure project outcomes are in harmony with our organization’s strategic goals, while engaging collaboratively with functional leads across all areas of the organization to continuously improve our overall ways of working.

Essential functions of the job include: Manages requested projects that result in operational efficiencies, process improvements, capability building, etc. through leading of a cross-functional team to achieve deliverables Sets clear objectives with project tools, develops plans, validates metrics to determine optimal action plan to achieve business targets. Evaluates operational processes to drive effectiveness, quality, in partnership with IT and Customer Success teams to ensure sustainability of the final product Identifies and brings forth opportunities for future enhancements by focusing on the entire process from beginning to end, introducing innovation into the process in efforts to drive results and support meeting business objectives and goals Provides implementation support that may require training delivery, process documentation updates, and/or process flow creation Communicates effectively, with an ability to cascade messaging in a clear, concise and timely manner, garnering stakeholder alignment and engagement throughout the process Familiarity with change management principles and ability to facilitate adoption through all projects and activities

Qualifications At least 2 years of experience in process improvement and project management Demonstrated analysis and problem-solving skills Effective communication and collaboration Ability to drive change management processes Proficiency in Excel, MS Project and Power BI Experience in Salesforce Knowledge of Customer Success systems/tools and processes

Compensation Wage from $25.43-$30.91/hour Comprehensive insurance package 401(k) with company match 100% Remote, 9AM-530PM shift

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About Advantage XPO

Advantage xPO is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact us. Advantage xPO is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.

All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations. #J-18808-Ljbffr



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