Customer Operations Specialist

The Customer Operations Specialist serves as a versatile team member within the Operations Organization, dedicated to achieving all operational goals. This position plays a crucial role in aiding the Customer Operations Manager, guaranteeing comprehensive support for all team members.

Ensures client satisfaction and continuity between pre-sales and client success

Monitors client accounts proactively and regularly check ins to maintain a smooth onboarding and consistent experience with US Cloud.

Ensures client needs are met while adhering to company policies and procedures

Handles client escalations as the point of contact for issues, assisting in timely resolution

Builds a strong foundation for positive client sentiment by establishing trust and brand affinity during onboarding

Guides customers through service / process expectations and each stage of the process

Acts as liaison between Sales and Client Success to ensure no important steps or information are missed

Leads internal cross-functional meetings

Ensures continuity between pre-sales and transition to client success by setting up meetings (including sales, client success, and / or engineering) to keep all parties up to date on the client’s experience

Communicates cross-functionally about client objectives to work toward common goals and reduce confusion or miscommunication during onboarding

Client Onboarding and Support

Manages comprehensive onboarding for all new clients, ensuring highly organized training with detailed goals, timelines, and processes

Uses project plans and software to track and report on clients’ onboarding status

Oversees and manages multiple client onboardings simultaneously

Drives product strategy with clients during onboarding to ensure successful long-term partnerships

Develops functional expertise with US Cloud products, configuration for popular use cases, and maintains knowledge as features evolve

Spearhead process and playbook enhancements to meet client needs and recommend new resources where applicable

Customer Operations Team Support

Liaises with the product team to present feedback or improvements to internal processes related to onboarding and escalates issues preventing successful implementations

Supports the organization in continuously optimizing the customer experience and pursuing successful interactions throughout the onboarding lifecycle

Leads by example to contribute to a high-performing, creative, and collaborative culture

Works with various departments within Operations to create and manage new process workflows, operational documents, and duties

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

Agile and self-driven

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.