SpringCM delivers an innovative document management and workflow platform that powers the leading contract lifecycle management (CLM) application. SpringCM empowers companies to become more productive by reducing the time spent managing critical business documents. Intelligent, automated workflows enable document collaboration across an organization from any desktop or mobile device. Delivered through a secure, scalable cloud platform, SpringCM document and contract management solutions seamlessly integrate with Salesforce, or work as a standalone solution. SpringCM serves over 600 clients globally and is led by a seasoned team of entrepreneurs that have built other successful companies. SpringCM has raised more than $45M in growth capital from leading VC’s in Silicon Valley and elsewhere.

As a Customer Success Operations Specialist you will play an important role in supporting internal Customer Success, Professional Services, Education Services and Technical Support operations. You will be responsible for administering and running customer success systems and platforms, including ongoing training and support, data analytics and driving process efficiency. You are a strategic thinker and team player, comfortable working at a fast pace. You address critical internal projects with other managers within and external to the Customer Success Organization and collaboratively work to resolve them.

Responsibilities:

• Manage implementation, maintenance and strategy for Customer Success Management software and its integration with external resources, including solutions for PSA, LMS, and Tech Support.
• Work with leadership team to create business cases around how the Customer Success Organization is using systems and tools
• Administer new systems into the Customer Success Organization, including ongoing training and support
• Collaborate with CS colleagues to construct and deliver appropriate training as needed on technical aspects of products / solutions or related industry topics
• Review, update, extract and report on key data and metrics for increased success and efficiencies for our customers
• Present ideas and recommendations, continuously look for ways to improve our processes and methodology within the Customer Success Organization

REQUIREMENTS

• 5+ years of experience in a similar Customer Success or Professional Services Operations role, in an Enterprise software company
• Functional knowledge of reporting and analytics using tools such as Salesforce.com, Netsuite OpenAir, SkillJar, etc.
• Excellent written, verbal communication and presentation skills. Ability to present to all levels of seniority
• Comfort with analyzing, synthesizing and presenting data
• Ability to frame problems and identify solutions by breaking down complex issues and processes into their component parts
• Attention to detail and well organized
• Working knowledge of a Customer Success tools to support business functions
• Excellent teamwork skills with ability to work both independently and collaboratively
• Proven ability to be successful in cross-functional teams
• Ability to be flexible and adaptable in a fast-paced environment