Customer Success Operations Leader

2 weeks ago

Quakertown, Pennsylvania, United States DEXIS Full time
Job Overview


The primary role involves delivering exceptional and efficient customer service by overseeing the daily operations of the support team. This includes inspiring, guiding, training, and resolving issues effectively.

This position entails supporting and executing Customer Implementation tasks, specifically addressing escalated customer inquiries or resolving challenges within a support center framework.

Key Responsibilities

Serves as a role model, coach, and mentor, fostering development and motivation within the Customer Success team.

  • Establishes strong relationships with team members, cultivating an environment that encourages high performance.
  • Demonstrates the ability to nurture and inspire others.
  • Diagnoses both basic and complex software/hardware issues for internal and external clients through various communication channels.
  • Offers direct support to the Customer Success team for technical and process-related inquiries.
  • Continuously assesses processes and procedures for improvement.
  • Contributes to the creation and upkeep of operational playbooks.
  • Investigates and resolves escalations thoroughly, escalating when necessary.
  • Ensures prompt responses while maintaining a high level of professionalism.
  • Generates reports for management review.
  • Conducts quality checks on order processing and provides additional training to team members as needed.
  • Documents session notes and complaints in the appropriate systems.
  • Reviews and evaluates team call recordings.
  • Assists with various duties or projects as assigned.

Qualifications

The Customer Success Operations Leader must possess outstanding verbal and written communication skills, be proactive, self-sufficient, an independent thinker, and exhibit enthusiasm.

This role demands strong interpersonal skills via phone and email, with a focus on resolving and troubleshooting customer issues. Completion of training and demonstrated proficiency in all relevant processes is essential. Strong analytical and decision-making capabilities are required to manage challenging and sensitive situations. This position involves working standard departmental hours, including holidays and overtime, while serving as a mentor for Customer Success team members.


Minimum Requirements
  • High school diploma or equivalent.
  • 2 – 4 years of experience in troubleshooting computer software/hardware, help desk, or technical support.
  • Intermediate to advanced knowledge of Windows operating systems, file structures, permissions, hardware peripherals, databases, and networks.
  • Intermediate proficiency in Microsoft Office.
  • Ability to prioritize tasks and manage multiple responsibilities.

Preferred Qualifications
  • Minimum 2-year college degree or 2-4 years of experience in supporting Customer Success processes.
  • 2 years of experience with DEXIS products.
  • At least 1 year of experience in project leadership or relevant roles.
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent verbal and written communication abilities.
  • Familiarity with CRM systems.
  • Knowledge of SAP.
  • Expertise in DTX StudioTM software is highly preferred.

Relationships

Internal: Reports to the Customer Success Supervisor and frequently collaborates with all functional departments.

External: Regularly interacts with customers and partner dealers.


Compensation

The total compensation package may include an hourly wage, performance bonuses, medical/dental/vision benefits, 401K match, and other applicable compensation plans.

The disclosed compensation is a reasonable estimate and may vary based on individual qualifications and organizational needs.

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