Chambers and Partners
Customer Success Operations Administrator
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Job Description:
The Customer Success Operations Administrator is focused on executing repeatable processes to deliver great customer experience, engagement, and retention.
Main Duties and Responsibilities:
- Execute Customer Success operations processes to improve the customer journey post-sale until renewal.
- Automate workflows for CS and our off-shore team.
- Drive data-backed decision-making by tracking metrics.
- Analyse customer data to identify trends and opportunities for improvement.
- Improve reporting to help CS address the at-risk customers.
- Facilitate cross-functional collaboration within the CS Team.
- Stay aligned with Research, Product, and Sales Operations.
KPIs: customers are able to access their products within 1 working day; assist and ensure our off-shore team’s performance is 100% accurate (cases closed, enablement activities, emails sent, etc.).
Skills and Experience:
- A natural people person who enjoys helping others.
- Curious.
- Highly organised.
- High level of accuracy and an eye for detail.
- Adaptability to work in a fast-paced, evolving environment.
- Strong communication skills (listening, written, verbal).
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Person Specification:
- Strong analytical skills with a data-driven approach.
- Knowledge of Salesforce/other CRM systems, Pardot, Pendo, user engagement would be highly beneficial.
- Impressive communication and interpersonal skills, both in person and remote.
About us:
Chambers is the leading legal data and intelligence partner for lawyer, firms, and in-house teams.
We conduct over 350,000 research interviews and surveys with in-house counsel every year, and receive 62,000 submissions from 9,000 firms worldwide, giving us unrivalled insight into the legal sector.
This research powers Chambers Rankings - the definitive guide to the best legal talent - and our Intelligence, which delivers the insights helping firms and in-house teams to succeed.
Our independent, rigorous research identifies the exceptional and charts the path to success, enabling legal professionals to see with clarity, decide with confidence, and plan with ambition.
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Equal Opportunity Statement:
We are committed to fostering and promoting an inclusive professional environment for all of our employees, and we are proud to be an equal opportunity employer. Diversity and inclusion are integral values of Chambers and Partners and are key in our culture. We are committed to providing equal employment opportunities for all qualified individuals regardless of age, disability, race, sex, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. This commitment applies across all of our employment policies and practices, from recruiting and hiring to training and career development. We support our employees through our internal INSPIRE committee with Executive Sponsors, Chairs and Ambassadors throughout the business promoting knowledge and effecting change. As a Disability Confident employer, we will ensure that a fair number of disabled applicants that meet the minimum criteria for this position will be offered an interview.
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