Customer Success Operations Administrator

At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: we've earned recognition on the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60 lists, and we recently took home the 2024 CRN Products of the Year award. We’re proud to be named a Leader in the IDC MarketScape for Worldwide Managed Detection and Response Services and earning a Customers' Choice distinction from Gartner Peer Insights. Our Aurora Platform also received CRN’s Products of the Year award in the inaugural Security Operations Platform category. Join a company that’s not only leading, but also shaping, the future of security operations. 

Our mission is simple: End Cyber Risk. We’re looking for a Customer Success Operations Administrator to be a part of making this happen.

Location: Eden Prairie, Minnesota, USA (Hybrid role, 3 days a week in office)

About the Role

The Customer Success Operations Administrator is a critical thinker who is ready to dig in and take a key role in supporting our Customer Success teams by creating renewal quotes, training and supporting sales reps, and analyzing and improving process flows. This position will play a cross functional role between Customer Success Sales Team, Manufacturing, Sales Operations, Channel Team, Channel Operations, and Billing.

Responsibilities

• Support Customer Success team by managing contract cycle and building renewal quotes

• Ensure deal structure is in alignment with the contracted subscriptions to be renewed

• Respond to CSM inquiries related to quotes, orders, and invoices

• Follow up as required to manage process through booking of renewal, including order processing as needed

• Provide accurate and timely reporting and visibility to contract renewal/churn information

• Utilize experience and training to create manuals and training aids for sales stakeholders. Document and create knowledge repository for first-tier sales support.

• Investigate and resolve data issues using own knowledge

• Analyze existing process flows around renewals and customer success. Evolve or reinforce existing sales processes and implement new ones, focusing on scalability and driving significant growth.

• Data steward for accurate customer data within Salesforce

• Maintain customer ownership assignments

Who You Are

• Excellent communication skills: verbal, written, presentation

• Innovative, motivated, organized, high energy team player

• Process and quality orientation with attention to detail

Minimum Qualifications

• 2+ years of experience in sales operations or similar role

• Salesforce.com experience required

• Prior experience working with quoting, subscriptions and contracts

Preferred Qualifications

• Undergraduate degree from an accredited university preferred

• Prior experience working with channel partners

About Arctic Wolf

At Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture. This is reflected in our multiple awards, including Top Workplace USA (2021-2024), Best Places to Work – USA (2021-2024), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024), and Kununu Top Company – Germany (2024). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 7,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry. 

Our Values  

Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees