Operations Specialist, Customer Success

T-Net British Columbia; Vancouver; Hybrid; CAD 88,000 - 120,000; Full time

Job summary

An established industry player is looking for an Operations Specialist to enhance customer success and operational efficiency. This role involves leading strategic initiatives, optimizing processes, and collaborating across departments to drive impactful outcomes. The ideal candidate will have a strong background in customer success or revenue analytics, with a focus on data-driven decision-making. Join a dynamic team that values innovation and continuous improvement, and contribute to transforming the customer experience in a rapidly evolving environment. If you're ready to make a difference and thrive in a collaborative setting, this opportunity is for you.

Qualifications

• 3-5 years of experience in Customer Success or similar role.
• Strong analytical skills with a focus on data-driven decision making.

Responsibilities

• Lead strategic initiatives to enhance customer engagement and operational efficiency.
• Collaborate with cross-functional teams to optimize processes and performance.

Skills

Customer Success

Revenue/Sales Analytics

Operational Optimization

Process Improvement

Stakeholder Management

Communication Skills

Problem-Solving

Education

Bachelor's Degree

Tools

Gainsight

ServiceNow

Business Intelligence Tools

Excel

Job description

Visier is the global leader in AI-powered people analytics, workforce planning, and compensation management solutions, helping organizations gain a Workforce AI Edge. With over 60,000 customers in 75 countries, including enterprises like BASF, Panasonic, and Ford Motor Company, we empower businesses to understand the relationship between people and work, adapt faster to change, and drive better outcomes.

Backed by leading investors and valued at $1B, Visier is at the forefront of transforming the HR landscape through innovation and data-driven insights. Join us in our mission to unlock the business-transforming potential of people data.

As the Operations Specialist, you will be helping to scale Visier's Customer Success (CS) and post-sale functions to achieve exceptional customer outcomes, maximize revenue retention, and fuel growth. You will lead the development and implementation of strategic, scalable processes that enhance customer engagement, deliver measurable business impact, and solidify Visier's position as a trusted partner.

We are seeking a proactive and strategic contributor who thrives in a collaborative environment to drive impactful initiatives across our Customer Experience organization. Reporting to the Chief Customer Officer, you will serve as a key partner to leaders across Customer Success, Professional Services, Tech Support, and Education, leading strategic projects and optimizing operational efficiency.

This role will be based at our head office in Yaletown, Vancouver. Visier operates a hybrid work schedule Mon - Fri WFH and Tues - Thurs office based.

What you'll be doing...

• Strategic Initiative Leadership:
• Lead the planning and execution of cross-functional projects and strategic initiatives within the Customer Success organization, ensuring alignment with annual plans and long-term goals.
• Act as a PMO for key projects, and directly manage others, driving projects from initiation to completion.
• Align and monitor cross-functional projects and investments to ensure they are on track and delivering against strategic objectives.
• Operational Optimization & Process Improvement:
• Help implement operational improvements across Customer Success, Professional Services, Technical Support, and Education, focusing on efficiency and effectiveness.
• Assist in the development and implementation of standardized processes that support our operations across departments.
• Utilize data to help monitor progress on initiatives that are meant to improve our operations.
• Cross-Functional Collaboration & Stakeholder Management:
• Facilitate collaboration between Customer Success, Professional Services, Tech Support, Education, Revenue Operations, Finance, IT, and other departments to ensure alignment and effective project execution.
• Serve as a trusted advisor to senior leaders, providing insights and recommendations based on project progress and operational data.
• Build and maintain relationships with stakeholders.
• Performance Tracking & Reporting:
• Establish and maintain key performance indicators (KPIs) to track the progress and impact of strategic initiatives and operational improvements.
• Develop and deliver regular performance reports, presentations, and operational support materials (e.g., risk reviews, project delivery status, QBRs) to senior management.
• Drive operating cadence, and improve predictive measures.
• Risk Management & Opportunity Identification:
• Identify and investigate operational risks and opportunities, ensuring a proactive approach to problem-solving and continuous improvement.
• Use operational data to identify trends and potential issues, and develop mitigation strategies.
• Systems & Tool Management:
• Collaborate with Revenue Operations, Finance, CX operating leaders, and IT to ensure that systems and tools (e.g., Gainsight, ServiceNow, BI tools) meet the needs of the Customer Success organization.

What you'll bring to the table...

• You have 3-5 years of experience in Customer Success / Professional Services / Revenue/Sales analytics, operations, or a similar role.
• You never stop asking why we do things the way we do, constantly forming and testing hypotheses and validating all assumptions with data.
• You are focused on value impact by leading an analysis with the question, "What problem are we trying to solve?"
• You understand the value of analytics and are eager to help drive process improvement and help stakeholders sophisticate how they use data to drive their decision-making.
• You are insightful, resourceful, motivated, and find fulfillment by enabling others.
• An entrepreneurial mindset that is comfortable dealing with change. Visier is a growing company, and we often iterate rapidly.
• You can equally grasp the big picture and the various components working towards that end.
• You are operationally minded, learn systems quickly, and naturally apply technology and systems to revenue-generating processes.
• You have excellent verbal and written communication skills and are just as comfortable gathering requirements from non-experts as you translate those requirements to experts.
• You have high EQ and enjoy/appreciate building relationships with stakeholders.
• You have experience with Gainsight, Service Now, some Business Intelligence Tools (Tableau, Looker, Domo, etc.,) and Excel.

Most importantly, you share our values...

• You roll up your sleeves
• You make it easy
• You are proud
• You never stop learning
• You play to win

The base pay range for this position in Canada is $88,000 - $120,000 / year + bonus.

The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.