Customer Operations Specialist

Job Description

Job Description

Position Overview

We're seeking a Customer Operations Manager who is a self-motivated problem solver with a "get it done" mindset. You'll own the entire customer lifecycle, from pre-implementation strategy through ongoing operations and compliance, while managing complex projects, administrative processes, and customer relationships. You'll work independently while collaborating with a small, high-performing team. This role demands someone who takes ownership, thinks strategically about customer outcomes and operational efficiency, and drives results with minimal oversight.

Key Responsibilities

Customer Relationship & Success Leadership

• Build and maintain strong, positive, long-lasting relationships with key customer stakeholders, serving as their trusted advisor and primary point of contact
• Advocate internally for customer needs and feedback, representing their voice across product, development, and operational teams
• Develop a deep understanding of each customer's business challenges, goals, and processes to identify strategic opportunities
• Proactively monitor customer health, identify at-risk accounts, and implement intervention strategies before issues escalate

Implementation & Onboarding Project Management

• Own end-to-end implementation projects, including pre-implementation requirements gathering, technical platform setup, and module configuration based on client specifications
• Project manage core platform implementation activities (security setup, branding, master data import, workflow configuration) and module configuration (marketplace, analytics, rebates, rewards, EDI)
• Coordinate comprehensive testing and validation, including system integration testing, user acceptance testing, and security testing
• Develop and deliver customized training programs for end-users and administrators, ensuring successful platform adoption
• Lead supplier/vendor onboarding processes for marketplace and EDI systems
• Ensure all projects launch on time and on budget, managing timelines and resources independently

Operational & Technical Support

• Utilize FreshDesk CRM to respond promptly to customer inquiries and escalations, ensuring timely resolution and comprehensive ticket documentation
• Continuously improve client management processes by leveraging technology, tools, and AI to enhance efficiency and effectiveness
• Manage user provisioning, access control, and account maintenance across all platforms
• Analyze customer data, usage metrics, and trends using Excel and reporting tools to identify optimization opportunities and upselling potential
• Regularly engage with customers through Outlook, check-in calls, and strategic business reviews
• Create and maintain detailed customer documentation in SharePoint and OneDrive, including success plans, meeting notes, and account health reports

SOC 2 Compliance & Documentation

• Support SOC 2 compliance efforts by collecting, organizing, and maintaining program documentation and ancillary compliance materials
• Prepare and monitor SOC 2 Freshdesk tickets for change management, ensuring proper tracking and audit trails
• Maintain the SOC 2 Documents Management Repository in OneDrive
• Ensure compliance activities are documented with timestamped, unchangeable audit logs

Team & Cultural Contribution

• Actively participate in team meetings, sharing insights and ideas to improve customer success strategies
• Assist team members in achieving success and mentor peers on best practices
• Share knowledge and insights across the organization to foster a culture of continuous learning
• Monitor and report on key customer success KPIs including customer satisfaction, retention, and revenue growth
• Embrace continuous improvement mindset, constantly seeking ways to enhance customer experience and operational processes