Customer Success Lead
2 months ago
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
After you have applied, download our Staffmark Group WorkNOW App to receive real-time job offers and apply for additional opportunities. You can download it from the App Store or get it on Google Play.
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.
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