What are the responsibilities and job description for the Customer Operations Specialist position at US Cloud?
The Customer Operations Specialist is a cross-departmental team member who works with teams such as Sales, Marketing, and Customer Success to ensure all client onboarding objectives are met. This role proactively contacts customers and ensures a positive transition for the customer from the sales team to ongoing support.
Assist Customer Operations Manager
Deliver monthly OpCo report for the COO.
Ensure processes and procedures with SQM team are up to date and organized.
Serve as mentor for new hires.
Collaborate with Customer Operations Manager by providing feedback, escalating onboarding related issues, enhance process and playbooks and suggesting ways to better meet client needs.
Lead internal cross-functional meetings.
Proof of Concept Oversight
Manage all POC customers internally and customer facing to ensure successful transition into contract.
Proactively work with Sales, Client Success and Engineer Leads to mitigate risks that put POC in jeopardy.
Onboarding Management and Escalations
Oversee the entire onboarding process, ensuring clients are properly guided and receive consistent service.
Address client issues and concerns during the onboarding phase, resolving escalations in a timely manner.
Monitor the progress of onboarding projects and report regularly to ensure timelines and goals are met.
Coordinate several onboarding initiatives, ensuring each project moves forward without delays.
Client Satisfaction and POC Success
Prioritize client satisfaction while ensuring compliance with internal processes.
Cultivate strong relationships and positive experiences for clients during onboarding to foster long-term success.
Maintain client engagement and ensure alignment between teams to meet client goals throughout the onboarding lifecycle.
Manage expectations and ensure transparency to drive client satisfaction during each phase of service delivery.
Seamless Client Transition from Sales to Customer Operations
Facilitate communication between Sales, Client Success, and Engineering to ensure a smooth handoff during the transition from pre-sales to post-sales.
Ensure that all necessary information and steps are communicated between departments to prevent gaps in service.
Schedule and facilitate meetings to ensure all teams are aligned on client progress and objectives.
Operations Process Optimization and Reporting
Continuously refine the onboarding process to enhance the overall client experience.
Monitor and document the onboarding process for transparency and improvement.
Work with other teams to ensure clarity on roles and deadlines, preventing delays in onboarding.
Analyze performance data to optimize processes and identify areas for enhancing client onboarding.
Feature and Product Strategy Knowledge
Align product features with client needs to ensure long-term satisfaction and success.
Stay informed about product developments to better support clients and guide them during onboarding.
Promote a culture of collaboration and continuous improvement to support successful client onboarding and long-term client satisfaction.
Qualifications
Experience in client services or account management in fast paced environment
Possess strong client management skills
Superior client service skills
A can-do attitude and desire to progress
Attention to detail and process driven improvement
Strong stakeholder communication skills and the ability to escalate and prioritize effectively
Education
A Bachelor’s degree or equivalent work experience.
US Cloud is an equal opportunity employer, and we value diversity at our company. We do not discriminate based on race, religion, color, national origin, dietary preferences, gender, sexual orientation, age, fashion sense, marital status, veteran status, disability status, or political leanings. Come as you are.
