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Customer Operations Specialist

Indianapolis, IN, United States
Services - Customer Success & Enablement | Perm Full-time

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Job Description

Jobvite offers a marketing-inspired approach to recruiting by combining the power of data and the human touch. We enable recruitment teams to personalize the candidate experience with a full-scale talent platform that accelerates and simplifies the entire talent acquisition process — from the moment the search begins to the celebration of the first promotion and beyond. We make it possible to automate communication through bot-powered texts and anticipate the employee journey with internal mobility and referral tools driven by human insight and assisted by AI. With a comprehensive, talent acquisition-focused suite Jobvite has been serving customers, including Dollar Shave Club, Dunkin Brands, Trek, LinkedIn, CDW,  Universal Music Group, Wayfair, Audible & Feeding America, since 2006. 

Our purpose is to enable our revenue and customer-facing teams with the processes, tools and training they need to help close business faster and deliver a superior customer experience. A primary responsibility that falls under the heading of customer success enablement is to ensure that all staff responsible for customer success are fully trained and have all the skills
, knowledge, and resources they need to do their jobs.  

What you'll do:

As a strategic partner to many cross-functional teams around the company, you will act as the voice and representative of the customer-facing teams
. Your resulting programs will be designed with our customers in mind to meet their evolving needs. 

  • Support in the development and delivery of a Customer Operations onboarding program 
  • Assist in developing and maintaining ongoing training programs to keep Customer Operations team members informed on product changes and updates 
  • Help set the program vision and path forward for new product education and technical skills from onboarding and into role proficiency 
  • Design, document, and enable internal processes across the customer lifecycle  
  • Develop processes and enablement materials to increase customer usage and adoption 
  • Partner with Instructional Designers to develop internal and customer-facing training courses 
  • Partner with Product to develop internal resources and enablement sessions for all product, content, and service releases and ensure we have a strategy for each release 
  • Project manage your programs from inception, through implementation, to iteration 
  • Develop and facilitate customer-facing webinars and boot camps 
  • Develop and execute customer product certification program 
  • Develop new programs that enable our Customer Operations teams to deliver an exceptional client experience, and increase sales and CS rep productivity 
  • Support the delivery of customer satisfaction surveys related to overall customer experience (NPS, CSAT) 
  • Define and track key performance indicators for the customer onboarding process 

Requirements: 

  • BA/BS degree or equivalent work experience 
  • 5+ years experience in high-growth, SaaS-based Talent Acquisition technology company working in a customer-facing role such as Customer Enablement, Customer Success or Services  
  • Worked with rapidly-scaling teams and consistently demonstrating improvements in enablement KPIs during periods of organizational growth 
  • Demonstrated effective collaboration to co-develop enablement collateral and implement processes to ensure the reps have up to date product information 
  • Implemented training techniques and best practices for onboarding, ongoing education, and adopting new technologies 
  • Great interpersonal skills with a positive attitude