Customer Success Operations Specialist

Summary

Join FORM as a Customer Success Operations Specialist and support Customer Success Managers and Account Managers in various administrative tasks, providing onboarding consultations and proactive assistance to smaller customers. You will play a critical role in Essentials onboarding and management, guiding new customers through product functionality and managed services. Support the Customer Success Team and Account Management with data initiatives, participate in team and customer calls, and consistently communicate FORM products' ROI. Responsibilities include customer renewals, prioritizing tasks, and improving platform administration efficiencies. You will work with customers and internal teams to simplify, standardize, document, and automate tasks and processes.

Requirements

• Have 2-3 years of experience in a customer-facing role or customer operations type role within a software or technology company
• Be an intelligent, empathic, and resourceful problem-solver
• Have exceptional written communication: concise, persuasive, and empathetic
• Have exceptional verbal communication: clear, on-point, and confident
• Know and love Microsoft Excel and have the ability to zoom out of the minutia to recognize whether an input will result in the desired output

Responsibilities

• Support the efforts of the Customer Success Managers and Account Managers who manage our various accounts in a variety of administrative tasks, while simultaneously providing onboarding consultations and proactive assistance to our smaller customers portfolio
• Be an integral part of the day-to-day Customer Success operations, helping achieve our mission to advocate for, consult with, and empower our customers
• Become a product expert, delivering an exceptional customer experience and helping our customers use the product to its fullest potential
• Play a critical role in our Essentials onboarding and management, using our tech-touch approach, guiding new customers through the product functionality and how best to apply it to their business
• Provide managed services to the customers either directly or via the CS Operations team to augment the customer’s role in the administration and management of their platform solutions
• Support our Customer Success Team and Account Management with ongoing maintenance and customer data initiatives
• Join internal team and customer calls to discuss solution maintenance and solution administration challenges
• Consistently communicate our value and demonstrate FORM products’ ROI for our customers throughout their lifecycle
• Be responsible for customer renewals, ensuring continued success and alignment between our solutions and the customer's evolving needs
• Prioritize and deliver on the highest value items
• Work with the customer and internal teams to simplify, standardize, document, and potentially automate tasks and processes to improve efficiencies around platform administration

Preferred Qualifications

• Have a passion for problem-solving and innovation, all in the best interest of making processes more efficient for the customer and field teams
• Be highly organized and able to point to examples of technologies you use to stay organized
• Understand how to prioritize and focus on what’s important
• Look forward to collaborating, working cross-functionally, and building relationships with many other teams throughout the company
• Always make a point to follow up with customers and are a quick responder through various communication channels
• Appreciate and align with our company values

Benefits

• Paid time off, sick leaves, and public holidays
• Health insurance with Lux Med
• Full remote or hybrid work from our cozy office in Krakow
• Opportunities for career growth