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Customer Success Operations Specialist - Gainsight

Location:

Lowell - Massachusetts - USA, Remote - None - None

Function:

Professional Services and Consulting

Ref #:

201701369
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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. 

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

Description

Kronos is seeking an Operations Specialist within our Customer Success Operations team. The Ops Specialist will be involved in operationalizing and expanding Customer Success program that leverages leading industry technology to enable a world class customer experience. This role will also be heavily involved in the day to day oversight and management of Customer Success application business rules, processes, and features.
Responsibilities
•Provide overall configuration, maintenance and support of Customer Success application including reports, dashboards, workflows, external integrations, etc.
•Partner with IT on infrastructure (Salesforce) needs related to CS applications management
•Work with Enablement partners to design business rules that analyze customer data and trigger actions for the customer success team to drive lifecycle engagement, product adoption and risk management
•Collaborate on tooling efforts to measure and track customer happiness
•Consult on business problems from an end to end perspective and work to operationalize processes that drive success at scale
•Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
•Monitor and troubleshoot Customer Success application process failures and coordinate resolution in a timely fashion
•Evaluate and validate fixes, enhancements and new features as it pertains to CS application
•Support Customer Success team training initiatives involving CS application processes and usage
•Assist with data integration and management efforts related to CS application processes
•Provide internal assistance with CS application usage as needed

Qualifications

•2+ years relevant experience working in a Customer Success operations role
•2+ years’ experience with Customer Success tools and applications (Gainsight, Totango, etc)
•Proven track record of operationalizing Customer Success processes designed to scale customer engagement
•Working understanding of Salesforce concepts
•Exceptional problem-solving and analytical skills
•Sound business judgment and strategic thinking
•Demonstrated ability to meet deadlines and drive results quickly
•Enjoys digging into and being hands-on with complex operations
•Strong communication and listening skills
•Experience with Microsoft Office 365 desired

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EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.