Customer Success Operations Specialist

<p><strong>Why do we exist?</strong></p> <p>Codility unlocks the world’s engineering potential.</p> <p><strong>Who are we?</strong></p> <p>Codility is the #1 rated technical hiring platform. Our mission is to enable engineering teams to make accurate and fair hiring decisions efficiently. Codility is partnering with innovative companies like Amazon and PayPal to help them build and grow diverse, high-performing engineering teams through our CodeCheck platform to screen candidate skills; CodeLive to host technical interviews; and CodeEvent for campus recruitment and hackathons. </p> <p><strong>Why Codility needs you.</strong></p> <p>We’re expanding our product suite to be an end-to-end engineering talent platform and have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates like you to help us get there. </p> <p>By joining Codility, you will have the unique opportunity to impact the HR tech stacks of high growth to enterprise companies and drive a new shift in how world-class engineering teams are built. Today, Codility powers 1,200+ businesses in 67 countries, and has evaluated over 13 million engineers and counting.</p> <p>In order to do this, we are hiring a Customer Success Operations Specialist to join our growing Customer Success team in EMEA.</p> <p><strong>What you will do.</strong></p> <ul> <li>Working directly with our Customer Success Director you’ll be responsible for the operational processes that our customers go through post-purchase across the entire user journey. </li> <li>Systematize, document, and continuously improve existing procedures.</li> <li>Calculating, monitoring, managing, and reporting relevant account metrics and health scores for specific clients.</li> <li>Maintaining and improving internal customer success operations, including cross-departmental processes, projects, and collaboration.</li> <li>Reviewing and maintaining customer documentation, including but not limited to website documentation, knowledge base articles, educational and training videos, and video libraries.</li> <li>Planning customer lifecycles and setting the correct reach-out process, including time of reach out, channels, and touch points, and enabling the success of the CS team.</li> <li>Conducting risk management analysis for all clients.</li> <li>Implementing and managing CS software and CS Ops activities and keeping systems updated.</li> <li>Handling internal systems setup, management, and optimization – including the customer success platform of choice for the business.</li> <li>Support product launches by designing new operational processes and training the team to work with them.</li> <li>Train the entire Customer Success team to work with existing/new processes and coach them to do it in the most efficient way.</li> <li>Communicate new processes and internal operations out to the entire team in team wide meetings.</li> <li>Work closely with the Engineering team to automate certain processes. You will have a real-time pulse on the needs of our customers and it’s on you to ensure we continuously deliver values to our customers.</li> <li>Additional projects as they arise, in line with how you are looking to grow in your career. </li> </ul> <p><strong>We would love it if you have.</strong></p> <ul> <li>Minimum 2 years of experience in Customer Success or Customer Support with proven Operations or Technical expertise. </li> <li>Experience working with CS CRM tools (ChurnZero, Gainsight, etc.)</li> <li>Excellent analytical skills with the ability to identify and correlate metrics relevant to customer goals in order to drive customer success and inform the efforts of the entire team.</li> <li>Automation and playbook setup, automating tech-touch.</li> <li>Monitoring/improving internal team processes.</li> <li>Revenue forecasting experience.</li> <li>Monitoring customer metrics and activity.</li> <li>Strong reporting skills.</li> <li>Knowledge of Data Intelligence and Governance principles.</li> <li>Account allocation and capacity planning.</li> <li>Experience communicating and reporting operational data to cross-functional internal stakeholders.</li> </ul> <p><strong>Nice to have. </strong></p> <ul> <li>Relevant courses/training are nice-to-have.</li> <li>Efficient, resourceful, organized, solution-driven, action-oriented, fast, eager to learn and tackle any challenge, and have a track record of results.</li> <li>A strong believer in fully owning and understanding the parameters of our projects and attacking tasks on an end-to-end basis to ensure they are followed through.</li> <li>Excellent attention to detail, operations, and communication skills.</li> <li>A hunger to create and improve systems and a flexible, humble, and curious mindset.</li> <li>Interest and ability to thrive in a fast-paced and dynamic environment.</li> <li>Trustworthy and always ready to help.</li> </ul> <p><strong>How we behave.</strong></p> <p>We're human. Our diversity and unique