Customer Success Operations Specialist

Description

Company Profile:

MAX is a global risk management organisation headquartered in Tel Aviv, Israel, with its APAC headquarters in Mumbai. Led by veterans from Israeli Military Special Forces, Intelligence, Cyber, and Secret Services, we operate across 160 countries worldwide. With over 25 years of experience in intelligence, operations, and consulting, MAX supports Fortune 500 organizations with the intelligence and expertise to operate in complex and high-risk environments.

Role Overview: Customer Success Operations Specialist

The Customer Success Operations Specialist plays a critical role in ensuring customer satisfaction, adoption, and ongoing account health. This position serves as the operational backbone of the Customer Success team by analyzing customer usage trends, managing support requests, maintaining account records, assisting with compliance processes, and supporting customer onboarding and user management activities.

The ideal candidate is highly organized, customer-focused, data driven, and capable of managing multiple priorities while maintaining strong attention to detail

Job Description:

Customer Adoption & Usage Analysis

1. Monitor and analyze client usage data to identify adoption trends, engagement levels, and potential risks.
2. Generate insights and recommendations that help drive increased product adoption and customer value realization.
3. Proactively flag low-utilization accounts and collaborate with Account Managers (AMs) to improve engagement.
4. Prepare regular reports and dashboards to track customer success metrics.

Client Support Management

1. Respond to and resolve customer support tickets in a timely and professional manner.
2. Coordinate with internal teams to escalate and track complex issues through resolution.
3. Ensure customer inquiries are accurately documented and followed through to completion.
4. Maintain high customer satisfaction standards throughout every interaction.

Customer Health Monitoring

1. Maintain and update customer health dashboards and account records.
2. Partner closely with Account Managers and customer points of contact (POCs) to keep account information current and accurate.
3. Monitor account status, risks, milestones, and engagement indicators.
4. Assist in identifying churn risks and opportunities for growth.

User & Account Administration

1. Create and manage user accounts according to customer requests and internal processes.
2. Set up product demonstrations and trial environments for prospective and existing customers.
3. Support onboarding activities for new customer users.
4. Ensure customer user access and permissions are maintained accurately.

Cross-Functional Collaboration

1. Work closely with Customer Success, Sales, Product, and Support teams to ensure a seamless customer experience.
2. Contribute to process improvements and operational efficiencies within the Customer Success organization.
3. Assist in documenting customer success workflows, procedures, and best practices

Job Details:

1. 2+ years of experience in Customer Success, Customer Operations, SaaS Operations, Support, or a related role.
2. Strong analytical skills with the ability to interpret customer usage data and identify actionable insights.
3. Excellent written and verbal communication skills.
4. Experience using CRM, customer success, ticketing, and reporting platforms.
5. Strong attention to detail and organizational skills.
6. Ability to manage multiple priorities in a fast-paced environment.
7. Customer-focused mindset with strong problem-solving abilities.

Originally posted on Himalayas