Customer Success Operations Specialist

Customer Success Operations Specialist

 

Location:                           Remote, US

Employment Type:        Full-Time

Compensation:              $70,000-$80,000 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.

Benefits Offered:           Vision, Medical, Life, Dental, 401k

 

ABOUT THE JOB

OneStream is looking for a Customer Success Operations Specialist to support the Global Customer Success (CS) organization by improving the efficiency & effectiveness of the Customer Success team, implementing scalable processes, as well as managing reporting & analysis. The ideal candidate enjoys investigating day to day issues that Customer Success Manager’s (CSM) may face as they engage with various systems and processes. This role will seek to understand CSM’s pain points, to continuously resolve their issues and to increase their productivity, drive process adoption and maximize efficiency for the Customer Success organization globally.

The Customer Success Operations Specialist will be responsible for maintaining Salesforce reports & dashboards for all Customer Success needs, (i.e. Renewals, Customer Add-ons/Expansions, Customer Health, Adoption, etc.) developing back-office processes, as well as operational improvements & system enhancements related to CS. The specialist will work directly with the Customer Success Managers, Regional CS Leaders, and Revenue Operations teams.

 

PRIMARY DUTIES AND RESPONSIBILITIES

Primary areas of responsibilities includes but are not limited to:

• Gain a deep understanding of renewals and retention processes as well as other related Salesforce & Gainsight processes to support daily operations and issue resolution for Customer Success
• Provide reporting to include, but not limited to, past results, renewal and upsell/expansion forecasts, adoption and customer health, customer accounts and activities
• Track leading indicators and KPI’s related to reported items above to understand what’s going well and what needs attention, and identify areas for improvement or focus
• Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
• Involvement in onboarding as well as ongoing training & enablement around CS systems and processes
• Provide ad hoc (daily) training to Customer Success for best practices in Gainsight and Salesforce
• Develop training materials for Customer Success processes; including content, playbooks and job aids; with support from RevOps
• Support and reinforce knowledge of OneStream’s Customer Base and processes unique to customers vs. prospects in our systems
• Be a single point of contact for CSM’s and act as liaison between them and other internal cross-functional teams

QUALITIES OF A SUCCESSFUL CANDIDATE

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s Degree or higher
• At least 3 years relevant experience in Customer Success Operations
• Experience working in a SaaS or high-tech company is a plus
• Experience working in a SaaS or high-tech company is a plus

 

PERSONAL ATTRIBUTES

• Excellent verbal and interpersonal skills
• Business acumen for effective cross-collaboration
• Ability to work independently
• Results-driven
• Analytical
• Detail oriented
• Flexible and adaptable
• Legally authorized to work for any company in the country where this position is located without sponsorship.

 

WHO WE ARE

OneStream® is an independent software company backed by private equity investors. OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact.

OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics, and machine learning. We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day. All in a single, modern CPM platform designed to continually evolve and scale with your organization. To learn more visit www.onestream.com.

 

WHY JOIN THE ONESTREAM TEAM

• Transparency around corporate structure, salary, and benefits
• Core value of customer success
• Variety of project work (not industry specific)
• Strong culture and camaraderie
• Multiple training opportunities

 

BENEFITS AT ONESTREAM

OneStream employees are passionate, hardworking individuals who go above and beyond to k