Senior Customer Success Operations Specialist

The role involves a blend of VAR/customer interaction, data analysis, and process management.  The Customer Success Operations department is responsible for a wide range of internal, customer and VAR-related programs and tasks.  One of the principal objectives is to bring greater productivity to Acumatica CSM’s and VAR Customer Success teams. A second objective is maintaining and executing Customer Success ongoing programs. What the job entails:  Execute and manage customer success initiatives, including license and version compliance, surveys, and various customer and partner communications. Ensure that the Customer Success initiatives are carried out accurately, efficiently and effectively as possible.  Assist, coach and teach our VAR’s Customer Success team how to excel at customer success.  Export, analyze, and interpret data to generate summaries and actionable insights. Utilize Excel, Word, PowerPoint and Tableau to analyze data, create reports, and develop presentations. Assist with creating, maintaining, and updating documentation related to customer success processes, procedures and programs using SharePoint. Become proficient with using Acumatica’s CRM. Collaborate with the customer success team to identify and implement process improvements. Cross-functional collaboration to streamline processes and enhance interdepartmental communication. Provide general operations support to the Customer Success team.  Contribute to Customer Success best practices.