Success Operations Coordinator

Who You Are:

• This position works closely with the Sr. Manager, Success Operations to coordinate Leadership objectives for our growing Success Teams. Predominantly, the Success Operations Coordinator will implement, maintain and manage the numerous automations, integrations and other technological requirements our Success Team requires to handle all inbound Support & Success Requests, including, but not limited to: Highlevel, FreshDesk, FreshCaller, FreshChat, Freshbot, ClickUp, Zoom, and Zapier. As an assistant in change management, utilizing Agile Project Management methodologies, the Coordinator will help drive these projects to completion on-time, with flawless execution and minimal disruption.
• This position is also responsible for documentation of technological processes through maintaining field definition workbooks and internal technical manuals.

What You’ll Be Doing:

• Work with the Sr. Manager, Success Operations  to implement organizational strategies and goals as related to technology, processes, and change management.
• Assist the Sr. Manager, Success Operations with helping team leaders, managers, and department heads to identify departmental needs and Goals
• Assist in the implementation of internal tools and processes such as FreshDesk, WorkForce Management, Zapier, Zoom and our company data Warehouse.
• Collaborate across multiple departments to assist in completing assigned organizational goals and objectives in a timely manner
• Responsible for assisting with implementation and change management processes of assigned projects, ensuring all stakeholders are consulted, informed, and equipped as change occurs.
• Document and optimize Customer Success procedures, processes, and internal training materials.
• As needed, work with the Billing, Customer Care, Marketing, and other related teams to train and guide them on best practices and usage of our Systems and processes
• Assist in researching, cleaning and organizing data and analytics, and also working with Development and Data Analysts to create required reporting and Analaytics
• Assist in editing and optimizing automations (Zapier, Highlevel, FreshDesk) due to the ever evolving needs of the Company
• Report weekly on performance and upcoming initiatives.

What You’ll Bring:

• Bachelor’s degree or equivalent work experience. 2-3 years of experience in an Operational role, preferably in a Technical Support, Marketing space, or Professional Services organisation.
• Prior experience utilizing various software integrations (Zapier, Freshworks, ClickUp, HighLevel etc).
• Ability to produce high-quality documents, SOP’s that provide insight into the change management procedures for all company departments involved. Strong understanding and proficiency in software solutions and professional service offerings.
• Ability to handle multiple tasks and the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment
• Experience with Google Sheets at an intermediate level (Formulas, Pivot Charts, Google Scripts)l.
• Excellent  interpersonal communications skills.A passion for customer success with a team player attitude.
• Technical acumen to execute plans given into workable Solutions.
• Strong analytical and organizational skills with superior attention to detail.A basic to advanced understanding of API is not required for the position, however, it is a major plus for applicants of this role.