Senior Customer Success Operations Specialist

Your profile:

• You have at least 5 years of relevant work experience in a related field, e.g. operations / customer success or account management / project management
• You preferably completed a university degree in a related field (e.g. Business, IT, Project Management)
• You thrive in technical environments and have a high affinity for process and tool implementation
• You have strong analytical skills and know how to derive action from data
• You are able to see the big picture and translate it into activities
• You have strong communication and stakeholder management skills and drive cross-departmental collaboration
• You have advanced excel skills (formulas, pivot tables, etc.), knowledge of macros is a bonus
• You have the ability to translate business requirements into specifications for product managers and data scientists
• You are able to handle multiple projects in a fast-paced environment
• You are detailed oriented and diligent
• You can work autonomously, but are a team player at heart
• You speak English fluently
• Expertise on tools such as Gainsight, Salesforce, Looker, Zendesk is a bonus

Responsibilities:

• You drive high-impact cross-departmental initiatives and projects to help achieve our department goals (increase efficiency, increase customer retention, reduce churn, deliver best-class customer experience, build a world-class customer success team)
• You identify and use opportunities for process improvement and automation within the daily work with our clients and the customer success team
• You work with our (senior) stakeholders to define and implement our Customer Success strategy
• You collaborate with our interfaces in the Support, Product, Data, Tech and Sales teams
• You evaluate and implement new tools to streamline the way that Customer Success works
• You collaborate with the Customer Success Team to ensure that process are known and used throughout the team, including communication and documentation

About CoachHub

CoachHub is the leading global talent development platform that enables organizations to create a personalized, measurable and scalable coaching program for the entire workforce, regardless of department and seniority level. By doing so, organizations are able to reap a multitude of benefits, including increased employee engagement, higher levels of productivity, improved job performance and increased retention.

CoachHub s global pool of coaches is comprised of over 3,000 certified business coaches in 70 countries across six continents with coaching sessions available in over 60 languages, to serve more than 500 clients. To match our ambition we need an amazing team, and we re bringing together kind, smart and highly-skilled people from all corners of the globe: we re growing our team to 1000+ by the end of 2022.

Our programs are based on advanced R&D from our Coaching Lab, led by Prof. Jonathan Passmore and our Science Council. CoachHub is backed by leading tech investors, including Draper Esprit, Holtzbrinck Ventures, Partech, RTP Global, Signals Venture Capital, Sofina, Softbank and Speedinvest. In September 2021, CoachHub acquired French digital coaching pioneer MoovOne to build a global champion focused on jointly democratizing coaching.

In October 2022, CoachHub announced we are, officially a Carbon Neutral Company.