Customer Success Operations Specialist

Job description

ChannelEngine is scaling rapidly and we are on our way towards global expansion. To realize our ambitions, we are looking for a Customer Success Operations Specialist.


As the Customer Success Operations Specialist, you are a tactical partner and extension of the Customer Success Managers. CS Operations Specialists fulfill two main duties: addressing internal requests and assessing accounts to direct through CS funnel and correct playbooks. This is done whilst also implementing the right processes and practices for efficiency and quality output. You are responsible for ongoing, recurring, and one-off task requests in support of our global team of customer success managers.


What you’ll be doing


  • Work closely with the Customer Success Managers to provide an optimal customer experience through creating and maintaining clear playbooks for CSM.

  • Responsible for the full tool stack of the Customer Success team, new and existing.

  • In depth understanding of ChannelEngine to independently assist our Customer Success Managers with their challenges and questions to do their jobs more effectively.

  • Responsible for continuously improving processes, customer information, and insights for identifying customer opportunities.

  • Responsible for reporting and insights in different aspects of Customer Success. Data-driven recommendations based on existing data and capture additional data to paint a fuller picture of our customers' needs and goals

  • Responsible for the planning and forecasting of new incoming clients, renewal and upsell.

  • Creating reports on churn, retention and ensuring clear dashboards. Suggesting metrics to use for more efficiency. Identifying warning signs for at-risk customers via tooling and collaboration with CSM.

  • Analyze customer touch points and gather customer feedback to report back to the CSM team.

  • Assigning customer accounts to CSMs with the right tiering in place.


The Customer Success Operations team (CS Ops) assists our global customers with their e-commerce ambitions. The CS Ops team is a critical piece in our company to scale and manage our customer success team and activities, making them more efficient and effective. The CS Ops team supports in; scalability, better-informed decisions, improved retention and expansion rates, and more.

Customer Success Operations Specialists serve as a tactical partner and extension of the customer success team. This position is primarily responsible for ongoing, recurring, and one-off task requests in support of our global team of customer success managers. CS Operations Specialists fulfils two main duties: addressing internal requests and assessing accounts to direct through CS funnel and correct playbooks. This is done whilst also implementing the right processes and practices for efficiency and quality output.


Job requirements

Who are you?


  • A bachelor's degree and you’re ready to take the second step in your career

  • Experience in a client-facing role, for example as an account specialist, an operational analyst, data analyst, or in a sales support role

  • 2-4 years of working experience preferably in an e-Commerce environment

  • A customer-centric mindset

  • Patience, and you enjoy helping the customer success managers with a collaborative and consultative work style.

  • A higher-than-average interest and an affinity with technology and e-commerce, marketplace experience is a plus

  • Ability to work with cross-functional and cross-cultural teams, global teams.

  • A team player mentality and positive “can do” attitude.

  • Ability to work in a fast-paced environment,

  • Excellent communication skills in English and one other language (Dutch is a plus), both written and verbal.


What we can offer you


  • Our awesome company and culture! We are a young, vibrant and international company playing a leading role in the world of e-commerce and online marketplaces

  • An interesting industry: marketplaces are booming; therefore, our company is thriving!

  • Personal and professional development within a fast-growing, international company

  • State-of-the-art tech: we work with the latest technologies, business models and tools

  • Great colleagues to work with! We are a fun and energetic mix of people who enjoy the work we do and the people we work with!

  • Lots of freedom! Whether it’s being able to pick up your bright ideas straight away or deciding on your own working hours

  • Work in our modern office next to Leiden Central Station, with views across the city, or of course from home

  • Free healthy (and slightly less healthy) snacks, the widest selection of tea you’ve ever seen, and exceptionally good coffee to keep you well fuelled throughout the day

  • An attractive pension scheme

About ChannelEngine

ChannelEngine is a fast-growing, e-commerce SaaS solution. We help brands, retailers and wholesalers find millions of new customers by connecting them to the biggest marketplaces around the world.

Our story began in 2013 when it became undeniable that marketplaces were going to be one of the most critical components of the global e-commerce industry. We saw an opportunity to make these powerful platforms available to every business, and now ChannelEngine offers a complete, user-friendly, marketplace management suite with seamless integration, enabling businesses to expand their reach internationally. Our clients include Bugaboo, Hunkemöller, Brabantia, Bosch, JDE, and Reckitt, to name just a few.

ChannelEngine is growing at a rapid pace and currently covers channels in Europe, North- and Central America, the Middle East, and Asia-Pacific. Our mission is to cover the globe. For this, we need to expand our teams with adventurous and ambitious people who want to shape the world of e-commerce with us.