Job Description
POSITION SUMMARY
As the Customer Success Program Specialist, you will play a pivotal role in ensuring the success and effectiveness of our Customer Success department. You will be responsible for leveraging data analytics and forecasting techniques to drive strategic initiatives and improvements while evaluating risk, mitigating churn, and maximizing retention. This role offers a unique opportunity to lead impactful programs directly contributing to our company's growth.
This role will be based out of our Denver office at least one day a week.
KEY RESPONSIBILITIES
- Develop and execute data-driven strategies to forecast post-sales customer behavior, identify churn risks, and support the team to address potential issues and outliers proactively.
- Lead cross-functional initiatives to improve customer retention rates through targeted interventions and personalized engagement strategies.
- Collaborate with internal stakeholders, including Customer Success Leadership, Sales, Marketing, Support, BI, and Product teams, to develop playbooks, optimize processes, and enhance overall customer journey and experience.
- Establish metrics and KPIs to track the effectiveness of Customer Success and cross-functional initiatives, providing regular reporting and insights to leadership.
- Drive continuous improvements by analyzing customer and team feedback and data, A/B testing against KPIs, and evaluating emerging trends and best practices in Customer Success
- Ensure data cleanliness across all Customer Success inputs, outputs, and systems.
- Foster a culture of learning and continuous improvement based on data
REQUIREMENTS
- Bachelor's Degree in Business Administration, Business Intelligence, Data Analytics, a related field or three years relevant experience leading NRR, GRR, and impactful KPI programs
- Minimum one year of experience working with Customer Success Team Data, with a proven track record of implementing programs that drive retention and reduce churn
- Strong background in data analytics, including experience in forecasting models, churn analysis, and customer segmentation techniques
- Proficiency in data visualization tools (ex: Tableau, etc) and SQL or other querying language
- Excellent communication skills, with the ability to distill complex data insights into actionable recommended pathways for stakeholders and leadership
- Passion for customer success and dedication to delivering operational excellence
Our job titles may span more than one career level. The base pay depends upon many factors, such as training, transferable skills, work experience, business needs, and market demands. The base pay range is subject to change and may be modified. This role is eligible for annual performance-based bonuses, flexible time off, health care benefits, retirement savings, and employee incentive plans.
GO FARTHER WITH VELOCITY
At Velocity Global, we're building a dream team made up of the world's best talent. We're looking for people like you to join us as we make opportunity borderless for people everywhere.
ABOUT VELOCITY GLOBAL
At Velocity Global, our values represent who we are and the company we want to be. We harness the power of our values to bring our unique talents together in pursuit of our common goals. In partnership with our customers and ourselves, we are better together, and together, we win.
We are dedicated to fostering diversity and inclusion across our organization, embracing the rich tapestry of cultures, backgrounds, and perspectives that our global team brings together in offices around the world. Velocity Global is an Equal Opportunity Employer committed to empowering individuals from all walks of life to achieve their professional goals with us, regardless of race, religion, gender, gender identity, pregnancy, disability, sexual orientation, age, national origin, citizenship status, or genetic information. We actively seek and encourage applications from diverse candidates, including those with disabilities, and offer accommodations throughout the selection process upon request.
Please refer to our present benefits offering here.
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