Customer Success Operations Specialist

Title: Customer Success Operations Specialist

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

Location: Remote

Additional Manager Notes from Spotlight Call:

-5+ years experience preferred.
-Experience with engines and a technical background are required. Understanding of different engine systems, alerts related to diagnostics. Need the ability to understand the technology, how engines work, how different parts affect other areas of the engines, etc to ensure results are accurate
-Data analysis: triage data, find trends.
-Industrial role. Background as a service tech or in engineering would be beneficial.
-Any engine experience - can be auto or generator
-Ability to use raw data to build Power BI dashboards or Excel Macros
-Ensure the customer realizes the value from the product and be able to work with different personalities, regions, cultures, etc
-Bilingual crucial
-SQL and similar data languages/queries would be beneficial for this role, but are not required

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

Job Overview

We are seeking a contractor to support PSBU Digital Solution business development team as the global PrevenTech customer base continues to expand. This role will focus on fleet analytics, alert triage, customer reporting, onboarding support, and Customer Success operational processes, enabling the Customer Success Manager to focus on strategic customer engagement and executive account management.

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.