Customer Success Operations Specialist

What You’ll Do:As a Customer Success Operations Specialist, you’ll support the efforts of the Customer Success Managers and Account Managers who manage our various accounts in a variety of administrative tasks, while simultaneously providing onboarding consultations and proactive assistance to our smaller customers portfolio. You’ll be an integral part of the day-to-day Customer Success operations, helping achieve our mission to advocate for, consult with, and empower our customers. You’ll become a product expert, delivering an exceptional customer experience and helping our customers use the product to its fullest potential. 

Key Expectations:

• You’ll play a critical role in our Essentials onboarding and management, using our tech-touch approach, guiding new customers through the product functionality and how best to apply it to their business.
• You’ll provide managed services to the customers either directly or via the CS Operations team to augment the customer’s role in the administration and management of their platform solutions.
• You’ll support our Customer Success Team and Account Management with ongoing maintenance and customer data initiatives.
• You’ll join internal team and customer calls to discuss solution maintenance and solution administration challenges.
• You’ll consistently communicate our value and demonstrate FORM products’ ROI for our customers throughout their lifecycle.
• You’ll be responsible for customer renewals, ensuring continued success and alignment between our solutions and the customer's evolving needs.
• You’ll have more than enough thrown at you from customers, but your ability to prioritize and deliver on the highest value items is what will distinguish your performance.
• You’ll work with the customer and internal teams to simplify, standardize, document, and potentially automate tasks and processes to improve efficiencies around platform administration.

Requirements:

• You have 2-3 years of experience in a customer-facing role or customer operations type role within a software or technology company.
• You are an intelligent, empathic, and resourceful problem-solver. 
• Your written communication is exceptional: concise, persuasive, and empathetic.
• Your verbal communication is exceptional: clear, on-point, and confident.
• You know and love Microsoft Excel and have the ability to zoom out of the minutia to recognize whether an input will result in the desired output.

Who you are:

• You have a passion for problem-solving and innovation, all in the best interest of making processes more efficient for the customer and field teams.
• When it comes to organizational skills, you’re the cream of the crop and can even point to examples of technologies you use to stay organized.
• Having too much work and not enough time doesn’t make you come unglued - You understand how to prioritize and focus on what’s important.
• You look forward to collaborating, working cross-functionally, and building relationships with many other teams throughout the company.
• You always make a point to follow up with customers and are a quick responder through various communication channels.
• You appreciate and align with our company values.

We Offer:

• Challenging and exciting work.
• A friendly and professional team of enthusiasts.
• Competitive salary.
• Work equipment.
• Paid time off, sick leaves, and public holidays.
• Health insurance with Lux Med.
• Full remote or hybrid work from our cozy office in Krakow.
• Opportunities for career growth.

Don't meet every single requirement? Studies have shown that those in underrepresented groups, such as women and those in our BIPOC communities, tend to not apply to jobs unless they meet every single requirement and qualification.  At FORM, we are dedicated to building diverse, inclusive, and an authentic workplace-- So, if you're excited about this role but your past experience doesn't align perfectly with the job description, we encourage you to apply anyway.  You may be the right candidate for this or other roles at FORM!
About FORMFORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field – with leaders, missions, and each other – so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the worl