Customer Success Operations Specialist, SaaS (Supplyframe)

Job Description

Report To: Sr. Manager, Customer Success I Department: Customer Success Team, SaaS I Location: Remote or Hybrid (Pasadena, CA or Austin, TX) Why You’ll Love Working Here:

• Strong track record of providing an inclusive culture of belonging and empowerment.
• Competitive salary & bonus package in an entrepreneurial environment.
• We pay 100% of the Health, Dental & Vision premiums for the employee; 80% for the employee’s family. Short-Term Disability (STD) & Long-Term Disability (LTD) are provided and 100% covered by the company.
• We offer PTO (17 days for the 1st 5 years of employment) & up to 10 company paid holidays.
• Flexible schedules and work-from-home opportunities; casual dress environment.

What You’ll Be Doing: Supplyframe, recently acquired by Siemens, is looking for a Customer Success Operations Specialist, SaaS. You will be responsible for supporting the Customer Success Team, SaaS . This includes defining customer success objectives, strategy/tactics and implementing processes that scale. Possessing initiative, an expertise in judgment and decision-making, having a sales aptitude, and a desire to achieve results are key traits to your success. We want dynamic, flexible and innovative leaders to keep our standards high.

• Define and develop KPIs, reporting dashboards, and workflows to facilitate the analysis of customer data and drive actions to proactively manage retention & customer risk across entire the post-sale customer journey
• Determine the timing and content of touch points for Customer Success Managers (CSMs) to drive optimal adoption and increase net promoter score
• Oversee and organize the execution of materials and data to enable CSMs to work more effectively and efficiently
• Create and maintain internal documentation such as playbooks, process flows, instructional material, etc.
• Lead training for incoming customer success new hires on software tools, processes, etc. to ensure a smooth onboarding experience
• Implement and manage technology that facilitates Customer Success activities

Who/What We Are Looking For:

• 2+ years’ experience in Customer Success, including operations, consulting, technical support (preferably in a B2B SaaS environment)
• Experience with software tools such as Salesforce, Zendesk, and/or similar customer success management tools
• A proven track record of designing processes that scale and facilitating internal and external customer satisfaction
• A passion for, and experience in managing and leveraging data to drive business growth
• Strong project management skills and experience in working with cross-functional teams
• Superior communication skills both verbal & written, highly organized, a positive team player and agile

Preferred, But Not Required:

• Experience in the electronic component industry.

#LI-NS1 #LI-EDAWhere permitted by applicable law, Siemens may require employees to be fully vaccinated against COVID-19 based on job requirements, and in accordance with an accommodation based on legally protected reasons. At Siemens we are always challenging ourselves to build a better future. We need the most innovative and diverse Digital Minds to develop tomorrow’s reality. Find out more about the Digital world of Siemens here: www.siemens.com/careers/digitalminds

Organization: Digital Industries

Company: Supplyframe, Inc.

Experience Level: Experienced Professional

Job Type: Full-time

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