Customer Success Platforms Administrator
2 weeks ago
The Systems Administrator – Customer Success Platforms will serve as the primary expert and manager for our customer success software, Zendesk and Zoom. This role is focused on the ongoing development, customization, and administration of the platform to support the needs of our customer technologies team.
The ideal candidate will have extensive experience in software administration for Zendesk, Zoom, Salesforce or similar customer success platforms. Experience working with enterprise-level organizations and large customer success teams is highly desirable.
Key Responsibilities:- Platform Management and Optimization: Serve as the primary administrator for Zendesk, Zoom, and other customer success tools. This includes configuring user permissions, managing workflows, and ensuring system reliability.
- Customization and Development: Tailor the platforms to align with Cricut's customer success strategies, creating automations, custom workflows, and integrating additional systems like Salesforce and Slack.
- Support and Training: Provide ongoing support to the customer success team, including troubleshooting issues, developing training materials, and conducting user workshops to ensure efficient use of the platforms.
- Data Reporting and Insights: Leverage, manage and enhance dashboards to monitor system performance and customer service metrics. Use data-driven insights to suggest improvements and enhance the customer experience.
- System Integration and Automation: Liaise with IT, vendors and development teams to integrate customer success platforms with other internal systems, ensuring a seamless experience across various touchpoints.
- Vendor and Stakeholder Interaction: Coordinate with platform vendors for issue resolution and feature requests, and liaise with internal stakeholders to ensure systems are meeting operational needs.
- Security and Compliance: Maintain compliance with internal and external security and privacy regulations, and ensure systems and data are used securely and within guidelines.
- 3-5 years of experience in system administration of customer success platforms (e.g., Zendesk, Zoom, or Salesforce Service Cloud).
- Proven experience customizing and optimizing customer support platforms to enhance user efficiency and customer satisfaction.
- Familiarity with integrating systems and tools to work together such as APIs or automated integration tools or project-managing integration development.
- Experience in supporting enterprise-level customer success operations, particularly in large organizations.
- Strong analytical skills and proficiency in using reporting tools to generate actionable insights from customer support data.
- Excellent communication skills, with the ability to collaborate with both technical and non-technical stakeholders.
Cricut is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. Cricut participates in E-Verify.
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Customer Success Platforms Administrator
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