Customer Strategy Operations Specialist

This is a remote position.

Company Overview:

Berkeley Payment Solutions is a leading provider of innovative payment processing solutions for businesses across Canada. With a commitment to delivering seamless, secure, and efficient payment experiences, we are expanding our operations to serve our clients better and tap into new markets in the United States. Our team is driven by excellence, innovation, and customer satisfaction, ensuring our clients' payment processes are effortless and reliable.

Job Summary:

We are seeking a highly motivated Customer Success Operations Specialist to join our remote team. This role is pivotal in enhancing our customer success strategies and operations, ensuring we deliver exceptional service and support to our clients as we expand our footprint. The ideal candidate will have a passion for customer success, a keen eye for operational efficiency, and the ability to work effectively in a fast-paced, remote environment. The right candidate will continuously take the initiative and strive to add value.

Responsibilities:

• Develop and implement customer success processes and strategies to enhance customer satisfaction and loyalty.


• Monitor and analyze customer usage patterns to identify opportunities for improvement and proactively address potential issues.


• Collaborate with the Customer Success team to ensure a seamless onboarding experience for new clients, including setting up accounts, conducting training sessions, and providing ongoing support.


• Manage and optimize customer success tools and software to ensure they are effectively meeting the needs of the team and our clients.


• Create and maintain detailed documentation on customer success procedures and best practices.


• Analyze customer feedback and collaborate with cross-functional teams to drive product improvements and address customer needs.


• Develop and track key performance indicators (KPIs) related to customer success, including retention rates, customer satisfaction scores, and renewal rates.


• Provide regular reports on customer success metrics and insights to senior management, highlighting achievements and identifying areas for improvement.


• Stay abreast of industry trends and best practices in customer success operations to enhance our strategies continually and processes.


• Support the CSMs by preparing account renewals, QBR presentations, keeping the CRM up to date, and other tasks as assigned in support of the customer success team.



• Collaborate with marketing to administer campaigns that drive customer satisfaction, retention, renewals and, cross and up selling of Berkeley offerings.

Benefits

What We Offer:

• A fully remote work environment with a flexible schedule.


• Competitive salary and benefits package.


• Opportunities for professional development and career growth.



• A dynamic and supportive team culture focused on innovation, excellence, and customer satisfaction.