What are the responsibilities and job description for the Customer Success and Support Operations Lead position at Lifesize?
About Lifesize
At Lifesize, we understand the power of connecting people to make the workplace great. For more than a decade, Lifesize has been at the forefront of video collaboration, delivering high-quality solutions designed to bring people together. We combine a best-in-class, cloud-based video conferencing experience, with award-winning, easy-to-use devices that are designed for any conference room so you can connect to anyone, anywhere. It’s a meeting experience like no other. Our video conferencing solutions are designed for the demands of today’s modern enterprise, yet fully accessible to businesses of any size. For more information, visit WWW.LIFESIZE.COM or follow the company @LIFESIZEHD. What You'll Be Doing We're looking for a highly motivated, analytical mind who brings both business expertise around Customer Success and Support and can help to deliver insights based on customer data. We’re looking for a Gainsight operations expert who can evaluate our current processes and maximize them, look for new and more efficient ways to work, manage reporting and own the administration of Gainsight. You will play a critical role in defining the Customer Success and Support operational strategy and leading execution for key KPIs for Client Success, Support and Advocacy teams, fulfilling ad hoc requests from key stakeholders, and providing recommendations based on insights. You will be part of a team that has a direct impact on the success of the business and client churn. You’ll become a pro at our product and learn about our customers, using that as the foundation of your insight.
- Analyze business application data to provide strategic and actionable business insights to drive customer expansion and retention
- Improve internal operational efficiency
- Create and maintain ad hoc reporting and recurring analytics for Customer Success, Support and Advocacy teams
- Positive, creative, curious and customer service heart and mindset; driven to do the right thing
Who You Are Are you a business operations guru? Your self-starter attitude and ability to problem-solve will be important in identifying customer objectives and translating their requirements into an effective use of business applications. You're good at balancing the needs of stakeholders and recommending best practices to high-level decision makers, even in high-intensity scenarios. Are you a story-teller? You'll need to present data and create compelling action items and KPIs that will promote buy-in. You are naturally curious, communicate well to all audiences, exude expertise, and are a team player. You execute well under pressure, are continuously looking to improve business practices / processes. You really enjoy figuring out how to better serve customers by combining both data / insights with the human side of the business (the voice of our customers and success / support teams). Are you a natural multi-tasker? Your blend of excellent analytical, technological and communication skills may be just what we're looking for.
Minimum Qualifications
Desired Qualifications
No third party resumes will be accepted for this position. Lifesize Inc. is an Equal Opportunity Employer. Lifesize does not discriminate against any applicant for employment because of age, gender, sexual orientation, race, religion, national origin, ethnicity, veteran status, or disability.
