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Customer Success Operations Specialist

2 months ago

Manchester, United Kingdom AccessPay Full time
About the Role

We are seeking a highly motivated and detail-oriented Customer Success Operations Analyst to join our fast-paced Customer Operations Team at AccessPay.

As a Customer Success Operations Analyst, you will be responsible for handling incoming queries, providing first-line support for our customers, and fulfilling business needs.

To succeed in this role, you should exhibit proactivity and expertise in problem analysis to restore and resolve issues to the customer's satisfaction, while working towards critical customer deadlines and SLAs.

A successful Customer Success Operations Analyst will demonstrate accountability and ownership of their work, following issues through to resolution, and collaborating with the team.

We believe continuous improvement is key to our customers and our business objectives. The successful candidate will deliver the expected value to the customer, sharing updates and opportunities relevant to the customer, while striving to meet the clients' demands.

The Customer Success Operations Analyst will be creative in their approach to delivering customer updates and enhancing the tools and documentation used by the Customer Operations team.

**Key Responsibilities**

  • Managing service requests and customer communications
  • Performing post-release testing as part of maintenance activities
  • Completing moves, adds, and changes for client systems
  • Updating training and client training materials
  • Managing and implementing client change requests, including user interface changes, and coordinating with users to verify and address feedback promptly
  • Performing routine operational tasks to maintain client systems
  • Supporting various operational activities and troubleshooting issues to ensure smooth business processes and compliance with procedures
  • Collaborating with other teams to optimize operational efficiency

**Requirements**

  • Excellent customer service skills
  • Strong communication skills
  • Analytical and logical problem-solving approach
  • Previous experience in a similar service desk or shared service environment would be advantageous

**What We Offer**

  • 25 days' holiday + 8 bank holidays increasing with length of service
  • Birthday off work
  • 2 Volunteer days a year
  • The option to purchase additional days holiday
  • Contributory pension scheme
  • Free Gym Membership with Pure Gym or Wellbeing Allowance
  • Enhanced maternity, paternity, and adoption leave
  • Share option scheme after probation
  • Cycle to work scheme after probation
  • Health cash plan
  • Free breakfast & lunch food when in the office
  • Discounted Parking
  • Access to training – both internal and external
  • We plant a tree for every new starter that joins us
  • We are a dog-friendly office