About the job
At DevSavant, we pride ourselves on being a reliable technology partner with expertise in Software Development, Data Engineering, AI/Machine Learning, Cloud Solutions, Automation Testing, and UI/UX Design. Our commitment to delivering innovative and high-quality solutions is matched only by our focus on excellence and results. Our team's well-being and growth are paramount, and we invite you to join us in a collaborative and success-oriented environment.
Summary: As a Customer Success Operations Specialist, you will take ownership of our post-sales ecosystem within the Revenue Operations team. This team supports sales, marketing, and customer success initiatives to foster predictable revenue growth, enhance efficiency, and improve customer experiences. In this pivotal role, you will be responsible for the health, integration, and optimization of PlanHat (our Customer Success platform) and Skilljar (our Learning Management System). You won't just be providing support; you will collaborate with the VP of Customer Success to define the characteristics of a 'Healthy Customer.' Moreover, you will work alongside the Data Operations team to ensure that our data is accurate, actionable, and seamlessly integrated into our broader client data strategy.
Roles & Responsibilities:
- System Ownership: Act as the primary administrator for PlanHat, overseeing user roles, permissions, and the platform's overall health.
- Data Integration & Integrity: Manage data synchronization between PlanHat, our CRM, and other internal databases. Collaborate with the Data Operations team to address sync errors, ensuring a comprehensive view of the customer.
- Workflow & Automation: Develop and maintain sophisticated 'Playbooks' and workflows that activate based on customer behavior or lifecycle stages. Conduct operations management of existing workflows, including monitoring, maintenance, and repairs.
- Lifecycle Communications: Create and manage automated email notifications and customer health alerts to promote proactive engagement.
- Dashboards & Analytics: Generate customized views and executive-level dashboards that monitor Portfolio Health, Net Retention Rate (NRR), and Customer Success Manager productivity.
- Feature Adoption: Collaborate with stakeholders to design, implement, and enable new features on the platform, ensuring successful rollouts to end users.
- Service Request Management: Address requests from various teams for enhancements and additional capabilities in PlanHat, whether minor or major.

