Job title: Customer Operations Specialist

Position Summary: In partnership with the Account Management, Finance, Tech, and Marketing departments, the Customer Operations Specialist helps support the logistics of running our Account Management operation and measuring its successes. The Customer Operations Specialist is responsible for building, reviewing, and monitoring key performance indicators (KPI) against the progress various customer experience and retention metrics. They will effectively communicate successes, deficiencies, and trends back to the Account Management leadership team to drive accountability. Additionally, the Customer Operations Specialist will also be relied upon to help calibrate and deploy initiatives related to Client Health Scores, monitor client and consultant progress against multi-year journey maps, and assist in the creation and delivery of client reports. 

Key Responsibilities:

• Work closely with Account Management leadership to develop, maintain, and review performance metrics.
• Identify trends among the data and effectively communicate back to AM leadership.
• Work closely with finance to develop new reporting to help manage performance metrics.
• Run point on key initiatives to deadlines are hit, and ROI is measured and achieved.
• Maintain agenda and action items from sales meetings to ensure proper movement on key deliverables.
• Assist in pipeline and renewal forecast management based on key customer outreach and engagement metrics.
• Help align AM territories to map to Sales and maintain target service ratios.
• Manage new list uploads, M&A changes, and data integrity in our CRM for accurate reporting.
• Quarterly scrubbing and data reconciliation in our CRM.

Requirements: 

• Bachelor’s degree in business, Finance, Marketing, or related field.
• Minimum of 1 year of experience in sales, customer experience, or finance.
• Experience with Salesforce or other CRM.
• Advanced knowledge in Microsoft applications.