Senior Customer Success Operations Specialist

Acumatica is a company on a mission. We are a leading innovator in cloud ERP with customers located around the world. But don’t take our word for it—read what analysts like G2 and Info-Tech have to say about us.

Acumatica is a leading provider of cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth. Built on the world’s best cloud and mobile technology and a unique customer-centric licensing model, Acumatica delivers a suite of fully integrated business management applications, such as Financials, Distribution, CRM, and Project Accounting, on a robust and flexible platform. In an interconnected world, Acumatica enables customers to take full control of their businesses, play to their organizations’ unique strengths, and support their clients by following them anywhere on any device.

Acumatica’s culture is casual and high-energy. We are passionate about our product and our mission, and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential. To learn more about Acumatica’s mission, please visit: http://www.acumatica.com.

The role involves a blend of VAR/customer interaction, data analysis, and process management. The Customer Success Operations department is responsible for a wide range of internal, customer and VAR-related programs and tasks. One of the principal objectives is to bring greater productivity to Acumatica CSM’s and VAR Customer Success teams. A second objective is maintaining and executing Customer Success ongoing programs.

What the job entails:

• Execute and manage customer success initiatives, including license and version compliance, surveys, and various customer and partner communications.
• Ensure that the Customer Success initiatives are carried out accurately, efficiently and effectively as possible.
• Assist, coach and teach our VAR’s Customer Success team how to excel at customer success. 
• Export, analyze, and interpret data to generate summaries and actionable insights.
• Utilize Excel, Word, PowerPoint and Tableau to analyze data, create reports, and develop presentations.
• Assist with creating, maintaining, and updating documentation related to customer success processes, procedures and programs using SharePoint.
• Become proficient with using Acumatica’s CRM.
• Collaborate with the customer success team to identify and implement process improvements.
• Cross-functional collaboration to streamline processes and enhance interdepartmental communication.
• Provide general operations support to the Customer Success team.
• Contribute to Customer Success best practices. 
  
  

Qualifications:

• Previous experience in a customer success or customer success operations role is preferred.
• Located in the USA.
• Excellent oral & written communication skills. 
• Passionate about driving customer satisfaction and making good business decisions. 
• Attention to detail and a commitment to timeliness and accuracy.
• Enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge. 
• Know how to build and execute an action plan, lay out goals, strategies, tactics, and timelines. 
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Experience with Acumatica, specifically Acumatica CRM is a plus.
• Experience with ERP/SaaS is a plus.
• Experience with SharePoint is a plus.
• Strong organizational and time management skills.
• Have proven and creative problem-solving skills.
• Possess a blend of business and technical savvy.
• Ability to work independently and as part of a team.
• Enjoy and are proficient at handling diverse workloads and can prioritize effectively. 
• Enjoy a dynamic work environment (continuously evolving and fast-paced)
• Positive attitude, coachability, resourcefulness, and professionalism.

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail HR@acumatica.com. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

For this role, the salary range is $80,000-100,000 annually. This range represents the low and high end of the salary range for this job and may vary based on location. The actual salary offer will carefully consider a wide range of factors, including skills, qualifications, experience and other relevant elements.

At Acumatica, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.