Customer Success and Operations Specialist
Remote – Tamil Nadu preferred
About the Role
RunLoyal, a rapidly growing vertical SaaS company based in Atlanta, GA, is seeking a dedicated and versatile Customer Success and Operations Specialist to join our offshore team ensuring smooth operations, exceptional customer engagement, and accurate reporting.
Responsibilities:
- Customer Engagement:
- Analyze customer usage data to identify trends, upsell opportunities, and areas for continuous improvement.
- Develop and execute targeted email campaigns to promote product features, upsell opportunities, and improve engagement.
- Respond to customer inquiries related to product features and usage, ensuring a high level of satisfaction
- Reporting and Analytics:
- Engage stakeholders at all levels to establish the cadence for key metrics review across all departments towards organizational KPi’s
- Establish and maintain dashboards and generate insights to track key performance indicators (KPIs) for internal stakeholders.
- Manage and update reports related to revenue, payment collections, and other operational metrics.
- Support revenue reconciliation, payment tracking, and reporting for leadership teams
- Product Documentation:
- Create, update, and maintain product documentation, including user guides, FAQs, and knowledge base articles.
- Collaborate with product and customer support teams to ensure documentation aligns with product updates and enhancements.
- Ensure all documentation is clear, concise, and understandable for diverse audiences.
Qualifications:
- Master’s degree in Business Administration or in relevant Engineering related to, Marketing, Communication, Information Technology, with a SaaS background
- Minimum 2-5 years of experience in Customer Success, Operations, Marketing (email campaigns), Technical Writing, or Reporting/Data Analytics.
- Prior experience working in a SaaS or software-focused company is highly preferred.
- Proficiency in tools like Excel/Google Sheets, CRM platforms (e.g., HubSpot, Salesforce), email marketing tools, and documentation tools (e.g., Confluence, Zendesk).
- Familiarity with BI tools like Power BI or Tableau for creating dashboards is a plus.
- Strong written and verbal communication skills in English.
- Excellent analytical and problem-solving abilities.
- Detail-oriented with a focus on accuracy and quality.
- Ability to work independently and collaborate effectively across time zones with US-based teams.
Certifications (Preferred) :
- Customer Success certifications (e.g., https://docs.google.com/document/d/1FhsYgUl-k6_q-25rHBlg_e4ozYX13cMCpoheBc7DTm4/edit?tab=t.0ainsight, HubSpot Customer Success).
- Certifications in digital marketing or email campaigns.
- Technical writing certifications.
Additional Requirements :
- We are passionate about being part of building something great and revolutionizing the pet care industry with our unique and innovative product
- Love for pets
Cultural Expectations :
- We prioritize the well-being of both our pet care providers and the pets they care for. This means being responsive and available when they need us, which includes holidays, weekends, and occasional late hours.
- We have an unyielding commitment to serving our customers, working diligently until they are fully satisfied.
- We focus on attention to detail and quality in everything we do, ensuring excellence in our products and services.
- We are passionate about building something extraordinary and revolutionizing the pet care industry with our innovative solutions.
- A love for pets is at the heart of what we do.
Our Values :
- Competitive salary and benefits package.
- Opportunity to work with cutting-edge technology.
- Fast-paced and dynamic work environment.
Benefits :
- Competitive salary and benefits package.
- Opportunity to work with cutting-edge technology.
- Fast-paced and dynamic work environment.
- Chance to make a real impact on a growing company.
RunLoyal is an equal opportunity employer, and we value diversity at our company. We don’t discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
