Customer Success Operations Specialist

Role Overview

The Customer Success Operations Specialist enables the effectiveness, scalability, and operational excellence of Customer Success by translating strategic partnership priorities into consistent, scalable processes and day-to-day execution. The role works cross-functionally with CSMs, Sales, Licensing, Finance, Services, and Microsoft to ensure programs and offerings are effectively operationalized and delivered.

What You Will Do

The CSOS supports operations and program offerings end-to-end, from inception through implementation and ongoing execution. This includes agreement and licensing operations, program administration, reporting, platform enablement, process optimization, and the development of workflows, tools, training, and best practices that enable CSMs and supporting teams to achieve adoption, expansion, retention, profitability, and vendor program objectives.

Why It Might Be a Fit

The CSOS plays a key role in team enablement and operational continuity, including new-hire onboarding, documentation and maintenance of Customer Success best practices, cross-training, reporting, and coordination of program communications. The role identifies opportunities to improve, automate, and standardize processes while ensuring the Customer Success organization has the systems, information, and operational support required to execute effectively.

Requirements

• Bachelor’s degree in business or a computer-related field, or equivalent experience.
• Three or more years of industry experience delivering quality technology solutions.
• Three or more years supporting technology projects across IaaS and cloud solution areas.
• One or more years in a Microsoft Licensing Operations role or equivalent experience.
• Experience supporting medium to enterprise customers and partners.
• Proven experience in project management and cross-departmental engagement, with demonstrated accountability for project results, fiscal responsibility, and the ability to lead teams to meet project deadlines.
• Knowledge of Microsoft Incentive programs.
• Proficiency with Microsoft Office applications, including CoPilot, Excel, Word, Outlook and PowerPoint.
• Excellent written, verbal and presentation skills
• Ability to leverage business acumen, political savvy, relevant experience, perseverance and communication skills to build credibility & influence.
• Strong organizational skills, attention to detail is vital, and the ability to multi-task, organize and prioritize.
• Ability and willingness to travel up to 50 percent, or as needed, to other CDW locations, meetings and client sites.

Benefits

• Dental insurance
• Vision insurance
• Paid holidays
• Market-competitive total rewards packages
• Pay transparency
• Fair compensation for all coworkers

Tagged as: Excel, Project Management