Serve as the primary point of contact for Customer Success and Services (CSS) Operations, ensuring seamless communication and support.
Design, develop and co-own end-to-end processes to ensure radical alignment within the Revenue organisation between Marketing, Sales and CSS.
Deliver comprehensive technical documentation for any changes or new processes related to CSS.
Manage reporting and analytical needs for the CSS business in Salesforce and Excel as poweruser. The Business Intelligence team will support you in reporting needs in Tableau.
Manage the tech stack (Intercom, dotfile, Salesforce Service Cloud) driving ongoing improvements, overseeing access management, and conducting continuous quality assurance checks to ensure compliance.
Liaise with various stakeholders, including Marketing, Sales, Business Intelligence and IT, to complete operational improvement projects.
Own the customer provisioning across all Yokoy environments, ensuring efficient and accurate setup.
Collaborate closely with the Professional Services team and Finance to reconcile partner invoices.
️ What you’ll need:
Bachelor’s degree in finance, business administration, or a related field.
3-4 years of proven experience in providing operational support, program management
Experience with CRM tool such as Salesforce or Hubspot
Willingness to create operational excellence across Yokoy
Excellent analytical skills and attention to detail.
Strong communication skills, both written and verbal.
Ability to work independently and manage multiple tasks simultaneously.
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