Customer Operations Analyst

WHY THIS ROLE MATTERS

We are looking for an Operations Analyst to join our Customer Operations Team.  This role works cross functionally with our sales team to ensure that customers are onboarded in the best possible way. You will liaise with different operational teams and  find innovative solutions to customer problems.  The Customer Operations team is a global team centered on enhancing the customer onboarding journey.  We’re action-oriented, proactive, attentive to detail, and always finding ways to improve ourselves.  

WHAT YOU WILL DO

• Ensure  smooth operation of all  processes  relating to customer onboarding.
• Establish and maintain trusted and collaborative working relationships with internal and external teams to facilitate and accelerate the on-boarding processes, communicating effectively in writing and verbally.
• Guide customers through the onboarding journey, actively identifying and resolving any potential issues; facilitate resolution calls with customers; and liaise with external teams to ensure on time delivery. 
• Engage with customers, clearly and effectively communicating next steps and translating a complicated process into easy to follow next steps. 
• Proactively respond to internal and external customer queries in a timely manner
• Actively identify process improvement areas and solutions, communicating findings with team and leaders where appropriate. 
• Manage set up activities in several dashboard systems, for our customers to go live with some of our products
• Optimize onboarding set up activities in several dashboard systems, for our customers to go live with some of our products
• Actively identify process improvement areas and solutions, communicating findings with team and leaders where appropriate. 

WHO WE ARE 

• An organization for the 2020s. We are flexible, supportive, professional, creative, and demanding
• A global team of smart, imaginative and self-motivated people working in a fast pace environment. 
• Problem solvers and technology disruptors. We lead change, seek out new ideas and different views. We want big and bold ideas to anticipate future needs. 

YOU ARE 

Fluent in English. Degree educated. Bachelor’s degree required, preferably in Business. 

• A junior project manager, with exceptional ability to balance competing priorities

Process oriented and adaptable. You can juggle multiple steps in complex process maps, whilst delivering on tight deadlines. 

• Customer focused, always thinking about how to improve tools and customers for your internal and external customer
• Collaborative and friendly. You excel at communicating with diverse stakeholders. 
• A problem solver. You proactively identify gaps and challenges, pitching solutions. 
• Comfortable in a fast pace, global & multicultural environment

Nice to have

• Top notch JIRA and Salesforce skills 
• Experience in a tech company
• Familiarity with G-Suite

What Is 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.