CS Operations Specialist

As a Customer Success Operations Specialist, you will play a crucial role in supporting the success of our Customer Success Managers by managing various back-office responsibilities. You will work closely with our Customer Success Managers (CSMs) and other internal stakeholders to streamline processes and execute CSM requested projects effectively. 

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What you'll do

• Manage Internal Ticket Repository: Handle incoming tickets and inquiries from internal team members ensuring timely resolution and accurate documentation.
• Process Orders: Efficiently process customer orders, including new subscriptions, upgrades, and renewals, while ensuring accuracy and adherence to company policies and procedures.
• Manage Customer Disconnects: Coordinate the disconnect process for customers requesting termination of services, ensuring smooth transition and resolution of any outstanding issues.
• Collaborate with CSMs: Work closely with Customer Success Managers to understand customer needs, gather relevant information, and provide support in delivering exceptional service.
• Execute Customer Projects: Assist in the execution of various customer projects, including data analysis, customer audits, and bill reviews
• Data Management: Maintain accurate and up-to-date customer records, including contact information, service agreements, and billing details, in our CRM system.

Continuous Improvement: Identify opportunities for process improvements and efficiency enhancements within the Customer Success Operations team, and collaborate with colleagues to implement solutions.

What's required for application

• Familiarity with Customer Success or Project Management organizations
• Strong organizational skills with keen attention to detail.
• Excellent communication and interpersonal skills.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Experience with CRM software (e.g., Salesforce) preferred.
• Prior experience in customer service, operations, or project management is a plus

What's in it for you

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

 Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.