Customer Success Operations Specialist

Title: Customer Success Operations Specialist

Duration: Contractor for 2027 up to Dec 2028, with possibility of extension

Location: Remote

Language:
Bilingual in English and Spanish required - written and verbal

Job Overview

The role will help standardize Customer Success operations while improving scalability and consistency across global customers.

Key Responsibilities

Fleet Analytics & Alert Triage

• Analyze fleet trends, recurring issues, and equipment health patterns.
• Develop fleet summaries highlighting high-risk equipment and emerging issues.
• Prepare customer-ready fleet review material to support recurring customer meetings.
• Support prioritization of customer follow-up activities based on fleet health.

Customer Reporting

• Develop standardized customer health reports and fleet performance summaries.
• Support preparation of monthly customer reports and executive presentations.
• Maintain Customer Success dashboards and KPI reporting.
• Track customer adoption and engagement metrics.

Customer Onboarding Support

• Coordinate onboarding activities for new customers and mine sites.
• Support customer setup, documentation, and onboarding checklists.
• Maintain Customer Success documentation, operating models, and process guides.
• Assist with user enablement materials and training documentation.

Customer Success Operations

• Maintain Customer Success templates, best practices, and process documentation.
• Assist in tracking customer action items and operational follow-up.
• Support internal coordination between Customer Success, CARE, Product, Engineering, and regional teams.

Customer Success Administration

• Maintain customer records, operational trackers, and program documentation.
• Assist with recurring Customer Success reporting requirements.
• Support preparation for internal governance meetings and operational reviews.
• Contribute to continuous improvement initiatives that improve Customer Success efficiency and scalability.