Generic Job Title: Customer Success AssociateReport to: Head of Customer SuccessWork Policy: HybridRole Purpose:The Customer Operations Coordinator is responsible for ensuring that information and implementation tasks are filtered to the relevant departments.Self-motivatedProactiveNegotiatorHonesty & IntegrityAgileAnalytical & Problem-solvingPerseverance and TenacityTeam PlayerRequired QualificationsMatricNational Diploma or University Degree (beneficial)Experience1-2 years' experience in a similar roleExperience in administrative operational tasksUse of a CRM system and Microsoft office suite.General Duties & ResponsibilitiesManage interactions with both internal and external customers for retail and online clients.Ensure smooth onboarding processes and provide continuous support during customer implementations.Facilitate a positive customer experience through prompt responses and effective issue resolution during and post-implementation, conducting regular reviews.Utilize the CRM system as a key tool to ensure process compliance.Oversee and coordinate administrative tasks involved in customer onboarding.Provide training and guidance to new customers during onboarding to help them navigate and use products effectively.Ensure integrations are completed accurately and in a timely manner.Collaborate with the CSM team to conduct follow-ups on implementations, ensuring targets are met.Analyse completed and pending tasks to monitor and enhance operational efficiency.Track and manage ongoing projects using Smartsheet, ensuring clear visibility for all stakeholders.Provide regular updates on the status of implementations, support issues, and compliance reviews.Serve as the point of contact for Smartsheet-related support, assisting internal teams and customers with effective platform use.Ensure Smartsheet is the central tool for managing customer onboarding, product implementations, and support processes.Streamline operations by coordinating tasks to ensure all steps are completed accurately and efficiently.Perform compliance and implementation reviews to identify improvement opportunities.Offer prompt and effective support for operational and customer-related issues.Engage with StakeholdersDevelop and maintain strong relationships with both internal and external stakeholders.Communicate effectively at all management levels with clients and stakeholders, ensuring alignment on goals and timelines.Serve as a bridge between customer needs and operational teams, facilitating productive collaboration.Self-Management and Team CollaborationDemonstrate self-management by taking ownership of tasks and managing workloads effectively.Positively influence and participate in team and organizational change initiatives.Work both independently and as part of the broader organizational team, ensuring clients' needs are met promptly.Professional DevelopmentContinuously enhance your expertise in customer success, staying ahead of industry standards and emerging technologies to deliver best-in-class service.Stay informed about the latest innovations and best practices in customer support and operational management, ensuring that we remain competitive and forward-thinking.Proactively take ownership of your career growth, seeking opportunities to expand your skill set, contribute to the customer success team's goals, and drive impactful results.Agility | Clarity | Collaboration | Creativity & Innovation | Customer Centricity | Lead with Integrity | Relationship Focused
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