Customer Success Operations Associate

Cleo is bringing expert parent and maternity coaching together with a powerful technology platform that helps every working parent succeed as they grow their families and their careers. Offered by over 100 leading employers like Box, Chegg, Niantic, and Zenefits, we’re scaling our services and team to meet the growing demand of employers and the healthcare sector and are looking for experienced, passionate team members to join us.

Title: Customer Success Operations Specialist

As the Customer Success Operations Specialist at Cleo, you will provide front line support to customers in our SMB segment, as well as own internal operations for support tickets, CRM data integrity and basic reporting/analytics. You’ll work closely with Cleo’s Customer Success Managers as well as cross functionally with colleagues in Finance, Product, Engineering, Sales and Marketing to ensure client needs are met and that we have the right processes and workflows in place to scale our business. This exciting new role supports Cleo’s Customer Success team and requires someone who is both a relationship builder and a data junkie, who wants to help others, support the team, and deliver measurable results.

Key Responsibilities:

• • Interact directly with Cleo customers and members to deliver outstanding service, troubleshoot problems, answer questions, and resolve issues via email and phone
  • Leverage your expertise in customer success to build deep and trusted relationships with your customers in order to drive customer retention and contract renewal
  • Spearhead and assist with special projects across various areas including but not limited to workshops, webinars, enrollment initiatives and workflow optimization
  • Assist with member welcome emails and distribution of dimensional mailers/gift boxes
  • Provide insights, metrics, and readouts to support ongoing quarterly business reviews and account renewals
  • Develop and follow business processes to track, maintain, update, store, report out on and analyze business performance data
  • Implement and drive data management process improvements with an eye towards automating and/or making processes turnkey.

To be successful in this role you may have:

• • A learner’s mindset — self-directed, adaptable, and eager to grow in a fast paced, always changing startup environment
  • High organizational skills and attention to detail; skilled at project management; energized by trying new things and getting things done
  • Strong communication skills: able to provide clear and concise guidance through emails and over the phone or in person
  • Competence in building trusted relationships with both internal and external customers by exceeding expectations, being accessible and responsive, and delivering on promises efficiently and effectively
  • Proficiency in balancing competing priorities and making decisions that best support the team, the customers and the company
  • 2-3 years in relationship management, customer success, or customer service roles that involved cross team collaboration
  • The ability to be responsive, accurate, and maintain attention to detail in a considerate and timely manner
  • The ability to ask relevant questions to define the cause of a problem, generate solutions, and be accountable for actions and decisions
  • The ability to synthesize both qualitative and quantitative data
  • Experience using both Salesforce and Zendesk
  • Experience in healthcare, benefits administration, or operations (or equivalent combination of education) a plus

We don’t believe in perfection – we believe in passion, interest, and will – so don’t let a lack of experience or skill in one area listed above deter you from applying.

Cleo is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.