Customer Success Operations Specialist
HireVue, United States
Job Description
HireVue is where hiring happens - transforming the way organizations discover, engage, and hire the best talent.
We are relentlessly focused on developing fair and objective hiring solutions to help our customers and their candidates, and we embrace this same focus of fair and objective hiring when we hire for our own team, striving to build a diverse and inclusive culture based on a foundation of respect and inclusion.
HireVue is available worldwide in over 30 languages and has hosted more than 19 million on-demand interviews, 70 million AI driven chat engagements, and one million assessments. Its more than 700 customers worldwide including over one-third of the Fortune 100 and leading brands such as Unilever, JP Morgan Chase, Delta Air Lines, Vodafone, Carnival Cruise Line, and Goldman Sachs.
HireVue has an exciting opportunity for a CS Operations Consultant. This is a key position that is responsible for building the infrastructure and operations to simplify the customer experience. This is a dynamic position and you must be comfortable with frequent multi-tasking between various tasks and functions. This is an extremely entrepreneurial position and requires strong decision making, work ethic, and tenacity. The following functions apply to the role.
RESPONSIBILITIES (What are you signing up for?):
- Enablement
- Orchestrate planning and execution of training
- Manage cross functional stakeholders to ensure credible and clear content is created and content (e.g., job aids, customer collateral)
- Gather and synthesize feedback from the field to continuously improve enablement approaches and content
- Own enablement related systems to ensure content stays current and organized to ease referenceability
- Customer Lifecycle Management
- Document the full customer lifecycle for internal reference across go-to-market team and manage any updates as it evolves
- Create customer-facing materials (i.e., videos, interactive pdfs, PowerPoint slides), explaining the implementation process and expectations and post-implementation services
- Develop tools and templates for the Customer Success team to use during key interaction points with customers
- Customer First Impression
- Outline series of interaction points to inform, educate and amaze every new customer within first week after becoming customer e.g., setting up shared folder with standard onboarding materials, welcome e-mail and package, adding to The Hub community, introduction and overview videos from HireVue team
- Build infrastructure to enable the execution of these first interaction points with customers
- Customer Scorecard
- Assist team leader in creating Customer Scorecards to track key health and performance metrics (overall and individual customers)
- Regularly update (bi-weekly/monthly) CS dashboard metrics to inform health and performance in near real-time, including adoption, risks, opportunities, etc.
- Customer Alignment amp; Communications
- Draft questions and process for NPS survey
- Draft questions and process for customer satisfaction surveys for onboarding/implementation experience
- Draft templates for regular communications to customers on key recurring topics, e.g., product releases, events
- Partner Alignment amp; Communications
- Draft questions and process for partner effectiveness surveys for onboarding/implementation experience
- Draft templates for regular communications to partners on key recurring topics, e.g., product releases, events, trends, challenges
- Customer Community
- Assist Marketing team with managing and curating content for HireVue’s Coach Customer Community
- Act as back-up online community manager for HireVue Coach to add or approve users, update content, etc.
- Customer Cohorts amp; Events
- Build strategy and plan for organizing customer cohorts for regional/local user group meetings to collaborate on
- Manage travel and events calendar to optimize spend to coordinate prospect and customer introductions, meetings, dinners, events, etc.
- Technical Set-up
- Configure account settings for all customers as part of implementation process
- Create self-serve process for providing input necessary for account set-up (e.g., identifying subdomain name, adding users)
- Deliver 30-minute Technical Review meeting for all new customers during onboarding process, including overview of account configuration, requirements review, custom content needs (branding, e-mails, etc.)
- Manage custom content process and submissions
Requirements:
- Excellent written and verbal communication skills
- Customer service experience
- Experience with event management
- Detail-oriented, especially wit