Customer Operations Associate

The Customer Operations Associate is a cross-departmental team member who works with teams such as Sales, Marketing, and Customer Success to ensure all client onboarding objectives are met. This role proactively contacts customers and ensures a positive transition for the customer from the sales team to ongoing support. Location: Remote... ? This position is not eligible to be performed in New York, Colorado, Oregon, or California. Responsibilities: ? Ensures client satisfaction and continuity between pre-sales and client success ? Proactively monitors client accounts and frequently checks in and meets with clients to ensure a smooth onboarding ? Ensure client?s needs are met while adhering to the company?s policies and procedures ? Handle client escalations by serving as the point of contact for any issues or problems that may arise and assist in finding a resolution ? Build a strong foundation for positive client sentiment by establishing trust and brand affinity in the onboarding experience ? Guides customer through expectations of the service/process and each stage of the process ? Act as liaison between Sales and Client Success so that neither team misses any important steps or information ? Leads internal cross-functional meetings ? Responsible for ensuring continuity between pre-sales and transition to client success team by setting up meetings including sales, client success and/or engineering to keep all parties involved up-to-date on the client?s experience throughout the process ? Communicates cross-functionally about client objectives to work towards common goals and to help reduce any confusion or miscommunication during the client?s onboarding process ? Manages client onboarding status ? Manages the comprehensive onboarding for all new clients to ensure customers receive highly organized training with detailed goals, timelines and processes ? Uses project plan and software to track and report on clients? onboarding status ? Oversees and manages multiple client onboarding simultaneously ? Drives product strategy with the client during onboarding to ensure a successful long-term partnership ? Develop functional expertise with US Cloud products, configuration for popular use cases, and maintain knowledge as features continue to evolve and new or updated products are rolled out over time ? Liaison with the product team to present feedback or improvements to internal processes related to onboarding and escalate any issues preventing successful implementations ? Spearhead process and playbook enhancements to meet the needs of the clients and recommend new resources where applicable ? Support the organization in continuously optimizing the customer experience and pursuing successful interactions throughout the onboarding lifecycle ? Lead by example to contribute to a high-performing, creative and collaborative culture ? Works with various departments and creates and manages action plans for each new client account to avoid any delays or confusion as to who is responsible for what items and when due dates are required ? Keep core teams updated on the progress of each account and identify any potential problems or delays that may occur ? Track success rates for improvement opportunities ?Basic Qualifications: ? Experience in client services or account management in fast-paced environment ? Possess strong client management skills ? Superior client service skills ? A can-do attitude and desire to progress ? Attention to detail and process-driven improvement ? Strong stakeholder communication skills and the ability to escalate and prioritize effectively Preferred Qualifications: ? Prior experience with the Microsoft technology stack ? Project management and organizational skills. Education/Training: ? Bachelor's degree in computer science, information systems, or business preferred. ? Microsoft certifications are desirable

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