Customer Success Operations Planhat Admin

Summary

Join Intelerad as a Customer Success Operations professional and ensure the smooth execution of customer service operations. You will manage processes, tools, and resources, optimizing workflows and supporting the customer service team. This role involves collaborating with cross-functional teams to drive continuous improvement and provide data-driven insights. Responsibilities include Planhat administration, issue triage, roadmap management, and cross-functional program leadership. You will develop and roll out systems and digital tools, collaborate with Field Enablement, and create key reporting for leadership. The ideal candidate possesses progressive experience with tools like Planhat and Salesforce, along with strong analytical and problem-solving skills.

Requirements

• Progressive experience building and maintaining tools such as Planhat, Salesforce, Mavenlink, and/or other Client Success and Professional Services systems
• Progressive experience with business model design, change and impact analysis, experiment design and metric design
• SaaS and B2B experience

Responsibilities

• Act as the primary administrator on our Planhat Instance, including significant oversight of Planhat and/or other system architecture
• Triage and refine Client Success Operations issues for streamlined review and effective and timely deployments
• Manage Planhat roadmap and agile milestone management to ensure timely completion of issues
• Drive cross-functional programs and initiatives to support scaling of the business and integrate the Client Success engagement processes with teams throughout Intelerad (e.g., sales, marketing, product)
• Lead the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased Client insights through data, automation, and telemetry
• Collaborate with Field Enablement to assist with training and enablement
• Identify opportunities to improve current reporting formats, processes, and systems
• Create and coordinate key reporting for Intelerad leadership team, partnering with the Client Success analyst to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)
• Assist implementing lifecycle processes, policies and metrics to support customer outcomes and business growth, defining the appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
• Operate as a thought partner to the Business by providing scalable approaches, operational priorities, and delivery insights that drive overall business outcomes
• Manage Planhat
• Create operational reports/dashboards in PowerBI
• Manage CS components of Salesforce and Service Now
• Documentation of CS playbooks
• Collaboration with other teams on process
• Performance Tracking NPS
• KLAS
• CSAT

Preferred Qualifications

• Strong analytical ability and able to prioritize multiple projects
• Excellent problem solving, project management, interpersonal and organizational skills
• Interest in Intelerad, and open-source software
• You share our values and work in accordance with those values
• Planhat Admin certification
• Understanding and knowledge of product usage date