Customer Success Operations & Program Specialist

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  "detail": {
    "url": "https://genfinity.applytojob.com/apply/jobs/details/wKjr7hHzfy?&",
    "heading": "Customer Success Operations & Program Specialist",
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    "description_html": "As part of our rapid growth, we are looking for a <strong>Customer Success Operations & Program Specialist</strong> to join our team. In this role, you will provide the essential operational backbone for our post-sales customer programs. You will focus on the execution, maintenance, and administrative reporting that keep our customer success engine running smoothly. You will report to the Senior Customer Success Program Manager, supporting the Global Vice President of Operations and the wider Customer Success, Support, and & Enablement organization.<br><br><strong>Responsibilities</strong><br>● Execute and maintain Customer Success programs and platforms, including<br>Customer Engagement Platform admin hygiene and maintaining workflow, dashboard,<br>and content libraries.<br>● Manage the day-to-day administrative aspects of project plans by grooming project<br>backlogs, converting intake requests into tickets, and providing \"SLA nudges\" to ensure<br>timely project completion.<br>● Support cross-functional systems and integrations by maintaining the \"Field<br>Mapping Dictionary\" for our Customer Engagement Platform and SFDC, running data<br>audit logs, and performing routine data \"patch jobs\" (VLOOKUP-style data fixes) to<br>ensure data integrity and hygiene.<br>● Generate and distribute mission-critical reporting through documented SOPs,<br>including weekly metric slides, quarterly metric dashboard updates with trend callouts.<br>● Support Customer Journey and Risk execution by running \"gaps reports\" on missing<br>data/owners and maintaining the contact matrix for the Executive Sponsorship program.<br>● Coordinate team enablement and communications by managing agenda intake for<br>All-Hands meetings, assembling slide decks, and distributing meeting recaps and<br>decision logs.<br>● Maintain the \"Operational Source of Truth\" by updating SOPs (Standard Operating<br>Procedures) for repeatable operation tasks.<br><br><strong>Requirements</strong><br>● At least 3–5 years of industry experience in GTM operations, customer success<br>coordination, or a program support role within the technology industry.<br>● Proficiency in Project Management tools, specifically Jira (backlog grooming/ticket<br>management)<br>● Strong data literacy and technical hygiene, with the ability to perform complex data<br>cleanup in Excel/Sheets (VLOOKUPs, pivot tables).<br>● High attention to detail for Quality Assurance, particularly in testing automation<br>workflows, link validation, and merge tag accuracy in customer-facing comms.<br>● Excellent written communication skills, with a focus on documenting technical<br>processes (SOPs) and summarizing meeting outcomes for leadership.<br>● Operational mindset, thriving on \"below-the-line\" work like database audits, folder<br>organization, and calendar management.<br>● Self-driven problem solver who can work independently in a fast-paced remote<br>environment and meet strict weekly reporting cadences.<br>● Strong sense of ownership over the consistency of program data, ensuring that \"Must<br>Win\" trackers and RAG statuses are always current.<br><br><strong>Advantages</strong><br>● Experience with Customer Engagement Platforms like Gainsight, ChurnZero, or<br>Planhat (preferred).<br>● Technical documentation skills, such as experience building out internal Knowledge<br>Bases or Confluence pages.<br>● Familiarity with Revenue Operations tools like Salesforce or Tableau.<br>● AI-Enabled Operations: Experience or high proficiency using Generative AI, Gemini<br>and NotebookLM to synthesize large datasets, draft first-pass documentation, and<br>automate routine administrative workflows.<br>● Experience supporting US-based leadership in a high-growth, remote-first<br>environment<p> </p>\n\n<p><strong>-------------</strong></p>\n\n<p>All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.</p>\n\n<p><strong>Genfinity as an Equal Opportunity Employer,</strong> believes in each person’s potential, and we’ll help you achieve yours.</p>\n\n<p>All information will be kept confidential according to EEO guidelines.</p>\n\n<p> </p>\n\n<p style=\\\"text-align:center\\\"><strong>Privacy Notice & Consent</strong></p>\n\n<p>We value your privacy. By submitting your information through this form, you are applying for a position at <strong>Genfinity Philippines, Inc. </strong>and voluntarily providing personal information, including your name, contact details, and resume.</p>\n\n<p>This information will be collected and processed <strong>solely for recruitment purposes</strong>, including evaluating your qualifications, assessing your skills, verifying your background, and contacting you about your application. As part of the recruitment process, identity verification may be conducted at a later stage i.e. post-offer stage, which may require the collection and review of valid identification documents. Your personal data will be processed in accordance with the <strong>Data Privacy Act of 2012</strong>.</p>\n\n<p>You have the right to access, correct, or withdraw your data at any time. For more information, please refer to our Privacy Policy or contact our <strong>Data Protection Team</strong> at <em>[email protected]</em> .</p>\n\n<p>By submitting this form, I acknowledge that I have read and understood the above Privacy Notice and hereby give my <strong>free, informed, and voluntary consent</strong> to the collection and processing of my personal information by Genfinity Philippines, Inc. for recruitment purposes.</p>",
    "description_text": "As part of our rapid growth, we are looking for a Customer Success Operations & Program Specialist to join our team. In this role, you will provide the essential operational backbone for our post-sales customer programs. You will focus on the execution, maintenance, and administrative reporting that keep our customer success engine running smoothly. You will report to the Senior Customer Success Program Manager, supporting the Global Vice President of Operations and the wider Customer Success, Support, and & Enablement organization.\n Responsibilities\n● Execute and maintain Customer Success programs and platforms, including\nCustomer Engagement Platform admin hygiene and maintaining workflow, dashboard,\nand content libraries.\n● Manage the day-to-day administrative aspects of project plans by grooming project\nbacklogs, converting intake requests into tickets, and providing \"SLA nudges\" to ensure\ntimely project completion.\n● Support cross-functional systems and integrations by maintaining the \"Field\nMapping Dictionary\" for our Customer Engagement Platform and SFDC, running data\naudit logs, and performing routine data \"patch jobs\" (VLOOKUP-style data fixes) to\nensure data integrity and hygiene.\n● Generate and distribute mission-critical reporting through documented SOPs,\nincluding weekly metric slides, quarterly metric dashboard updates with trend callouts.\n● Support Customer Journey and Risk execution by running \"gaps reports\" on missing\ndata/owners and maintaining the contact matrix for the Executive Sponsorship program.\n● Coordinate team enablement and communications by managing agenda intake for\nAll-Hands meetings, assembling slide decks, and distributing meeting recaps and\ndecision logs.\n● Maintain the \"Operational Source of Truth\" by updating SOPs (Standard Operating\nProcedures) for repeatable operation tasks.\n Requirements\n● At least 3–5 years of industry experience in GTM operations, customer success\ncoordination, or a program support role within the technology industry.\n● Proficiency in Project Management tools, specifically Jira (backlog grooming/ticket\nmanagement)\n● Strong data literacy and technical hygiene, with the ability to perform complex data\ncleanup in Excel/Sheets (VLOOKUPs, pivot tables).\n● High attention to detail for Quality Assurance, particularly in testing automation\nworkflows, link validation, and merge tag accuracy in customer-facing comms.\n● Excellent written communication skills, with a focus on documenting technical\nprocesses (SOPs) and summarizing meeting outcomes for leadership.\n● Operational mindset, thriving on \"below-the-line\" work like database audits, folder\norganization, and calendar management.\n● Self-driven problem solver who can work independently in a fast-paced remote\nenvironment and meet strict weekly reporting cadences.\n● Strong sense of ownership over the consistency of program data, ensuring that \"Must\nWin\" trackers and RAG statuses are always current.\n Advantages\n● Experience with Customer Engagement Platforms like Gainsight, ChurnZero, or\nPlanhat (preferred).\n● Technical documentation skills, such as experience building out internal Knowledge\nBases or Confluence pages.\n● Familiarity with Revenue Operations tools like Salesforce or Tableau.\n● AI-Enabled Operations: Experience or high proficiency using Generative AI, Gemini\nand NotebookLM to synthesize large datasets, draft first-pass documentation, and\nautomate routine administrative workflows.\n● Experience supporting US-based leadership in a high-growth, remote-first\nenvironment\n -------------\n All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.\n Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.\n All information will be kept confidential according to EEO guidelines.\n Privacy Notice & Consent\n We value your privacy. By submitting your information through this form, you are applying for a position at Genfinity Philippines, Inc. and voluntarily providing personal information, including your name, contact details, and resume.\n This information will be collected and processed solely for recruitment purposes , including evaluating your qualifications, assessing your skills, verifying your background, and contacting you about your application. As part of the recruitment process, identity verification may be conducted at a later stage i.e. post-offer stage, which may require the collection and review of valid identification documents. Your personal data will be processed in accordance with the Data Privacy Act of 2012 .\n You have the right to access, correct, or withdraw your data at any time. For more information, please refer to our Privacy Policy or contact our Data Protection Team at [email protected] .\n By submitting this form, I acknowledge that I have read and understood the above Privacy Notice and hereby give my free, informed, and voluntary consent to the collection and processing of my personal information by Genfinity Philippines, Inc. for recruitment purposes.",
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      "description": "As part of our rapid growth, we are looking for a <strong>Customer Success Operations & Program Specialist</strong> to join our team. In this role, you will provide the essential operational backbone for our post-sales customer programs. You will focus on the execution, maintenance, and administrative reporting that keep our customer success engine running smoothly. You will report to the Senior Customer Success Program Manager, supporting the Global Vice President of Operations and the wider Customer Success, Support, and & Enablement organization.<br><br><strong>Responsibilities</strong><br>● Execute and maintain Customer Success programs and platforms, including<br>Customer Engagement Platform admin hygiene and maintaining workflow, dashboard,<br>and content libraries.<br>● Manage the day-to-day administrative aspects of project plans by grooming project<br>backlogs, converting intake requests into tickets, and providing \"SLA nudges\" to ensure<br>timely project completion.<br>● Support cross-functional systems and integrations by maintaining the \"Field<br>Mapping Dictionary\" for our Customer Engagement Platform and SFDC, running data<br>audit logs, and performing routine data \"patch jobs\" (VLOOKUP-style data fixes) to<br>ensure data integrity and hygiene.<br>● Generate and distribute mission-critical reporting through documented SOPs,<br>including weekly metric slides, quarterly metric dashboard updates with trend callouts.<br>● Support Customer Journey and Risk execution by running \"gaps reports\" on missing<br>data/owners and maintaining the contact matrix for the Executive Sponsorship program.<br>● Coordinate team enablement and communications by managing agenda intake for<br>All-Hands meetings, assembling slide decks, and distributing meeting recaps and<br>decision logs.<br>● Maintain the \"Operational Source of Truth\" by updating SOPs (Standard Operating<br>Procedures) for repeatable operation tasks.<br><br><strong>Requirements</strong><br>● At least 3–5 years of industry experience in GTM operations, customer success<br>coordination, or a program support role within the technology industry.<br>● Proficiency in Project Management tools, specifically Jira (backlog grooming/ticket<br>management)<br>● Strong data literacy and technical hygiene, with the ability to perform complex data<br>cleanup in Excel/Sheets (VLOOKUPs, pivot tables).<br>● High attention to detail for Quality Assurance, particularly in testing automation<br>workflows, link validation, and merge tag accuracy in customer-facing comms.<br>● Excellent written communication skills, with a focus on documenting technical<br>processes (SOPs) and summarizing meeting outcomes for leadership.<br>● Operational mindset, thriving on \"below-the-line\" work like database audits, folder<br>organization, and calendar management.<br>● Self-driven problem solver who can work independently in a fast-paced remote<br>environment and meet strict weekly reporting cadences.<br>● Strong sense of ownership over the consistency of program data, ensuring that \"Must<br>Win\" trackers and RAG statuses are always current.<br><br><strong>Advantages</strong><br>● Experience with Customer Engagement Platforms like Gainsight, ChurnZero, or<br>Planhat (preferred).<br>● Technical documentation skills, such as experience building out internal Knowledge<br>Bases or Confluence pages.<br>● Familiarity with Revenue Operations tools like Salesforce or Tableau.<br>● AI-Enabled Operations: Experience or high proficiency using Generative AI, Gemini<br>and NotebookLM to synthesize large datasets, draft first-pass documentation, and<br>automate routine administrative workflows.<br>● Experience supporting US-based leadership in a high-growth, remote-first<br>environment<p> </p>\n\n<p><strong>-------------</strong></p>\n\n<p>All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.</p>\n\n<p><strong>Genfinity as an Equal Opportunity Employer,</strong> believes in each person’s potential, and we’ll help you achieve yours.</p>\n\n<p>All information will be kept confidential according to EEO guidelines.</p>\n\n<p> </p>\n\n<p style=\\\"text-align:center\\\"><strong>Privacy Notice & Consent</strong></p>\n\n<p>We value your privacy. By submitting your information through this form, you are applying for a position at <strong>Genfinity Philippines, Inc. </strong>and voluntarily providing personal information, including your name, contact details, and resume.</p>\n\n<p>This information will be collected and processed <strong>solely for recruitment purposes</strong>, including evaluating your qualifications, assessing your skills, verifying your background, and contacting you about your application. As part of the recruitment process, identity verification may be conducted at a later stage i.e. post-offer stage, which may require the collection and review of valid identification documents. Your personal data will be processed in accordance with the <strong>Data Privacy Act of 2012</strong>.</p>\n\n<p>You have the right to access, correct, or withdraw your data at any time. For more information, please refer to our Privacy Policy or contact our <strong>Data Protection Team</strong> at <em>[email protected]</em> .</p>\n\n<p>By submitting this form, I acknowledge that I have read and understood the above Privacy Notice and hereby give my <strong>free, informed, and voluntary consent</strong> to the collection and processing of my personal information by Genfinity Philippines, Inc. for recruitment purposes.</p>",
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