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Customer Success Operations Specialist

CommerceIQ

CommerceIQ

Customer Service, Sales & Business Development, Operations
Bengaluru, Karnataka, India
Posted on Friday, December 23, 2022

Company Overview

At CommerceIQ, we help consumer brands accelerate their retail ecommerce market share growth and profitability through machine learning algorithms. We are building the world’s most complete and sophisticated Retail Ecommerce Management Platform, which connects and intelligently automates the management of retail ecommerce channels like Amazon, Walmart, and Instacart, across the entire ecommerce operational chain of retail media management, sales operations, supply chain, and digital self analytics.

We are in hyper growth mode, having recently raised our Series D funding at unicorn valuation (>$1B) and ended our third year of triple-digit revenue growth. Continued acceleration of our growth is fueled by landing new customers, expanding our platform through new products, managing new retail ecommerce platforms, and delivering exceptional customer service to unlock high net retention rates.

Role Expectations:

We are looking for an Operations Specialist for our Customer Success Team (CS) with a highly entrepreneurial mindset that can drive processes, systems, and reporting that help to improve the overall effectiveness and scalability of our CS efforts. This is a cross-functional role that will work with work with Customer Success, Product, and Analytics to ensure key internal reporting is accurate and best practices are being set and followed. The Operations Specialist will also help to ensure that the CS team is successfully onboarding customers and seamlessly adopting the product.

Responsibilities:

  • Lead client health tracking and input gathering
  • Ensure Customer Success Team adherence to client engagement standard processes and SLAs
  • Support key cross-organizational activities (e.g. client resourcing, product management input gathering, time tracking)
  • Coordinate team-wide customer initiatives and partner with CS leadership to drive key team initiatives
  • Maintain and update CS team documentation (e.g. Account Mappings, Resourcing Models, etc.)
  • Coordinate the Sales to CS handoff process for new customers to ensure implementation and onboarding are completed successfully

Skills, Experience & Qualifications Required:

  • 5+ total years of professional work experience
  • Mastery of Excel/Google Sheets and PowerPoint/Google Slides
  • Data-driven, proactive, analytical, detail oriented, and a problem solver
  • Strong communication and project management skills
  • Works well under tight time frames, meeting demanding timelines
  • Self-motivated and able to handle multiple competing priorities
  • Bachelor’s degree required

Preferred Qualifications: (in addition to required):

  • Experience building and maintaining resourcing and capacity models
  • Experience working in a Customer Success or Professional Services environment
  • Prior start up experience is highly preferred.
  • Knowledge of Ecommerce in any of the areas - retail media, supply chain, advertising, marketing, merchandising, and store operations is preferred