SaaS Customer Success and Operations Specialist

Job Title: Customer Success and Operations Specialist Company: RunLoyal   Location: India (Remote) - Tamil Nadu Candidates Only Summary:  RunLoyal, a rapidly growing vertical SaaS company based in Atlanta, GA, is seeking a dedicated and versatile Customer Success and Operations Specialist to join our offshore team ensuring smooth operations, exceptional customer engagement, and accurate reporting during US hours. Responsibilities: 

1. Customer Engagement:
2. Analyze customer usage data to identify trends, upsell opportunities, and areas for continuous improvement.
3. Develop and execute targeted email campaigns to promote product features, upsell opportunities, and improve engagement.
4. Respond to customer inquiries related to product features and usage, ensuring a high level of satisfaction
5. Reporting and Analytics:
6. Engage stakeholders at all levels to establish a cadence for key metrics review across all departments towards organizational KPI’s
7. Establish and maintain dashboards and generate insights to track key performance indicators (KPIs) for internal stakeholders.
8. Manage and update reports related to revenue, payment collections, and other operational metrics.
9. Support revenue reconciliation, payment tracking, and reporting for leadership teams
10. Product Documentation:
11. Create, update, and maintain product documentation, including user guides, FAQs, and knowledge base articles.
12. Collaborate with product and customer support teams to ensure documentation aligns with product updates and enhancements.
13. Ensure all documentation is clear, concise, and understandable for diverse audiences.

Qualifications: 

• Prior experience working in a SaaS or software-focused company is required
• Master's degree in Business Administration or in relevant Engineering related to, Information Technology, Communication, Information Technology, with a strong SaaS background serving US Customers
• Minimum 2-5 years of experience in Customer Success, Operations, Technical Writing, or Reporting/Data Analytics.
• Proficiency in tools like Excel/Google Sheets, CRM platforms (e.g., HubSpot, Salesforce), email marketing tools, and documentation tools (e.g., Confluence, Zendesk).
• Familiarity with BI tools like Power BI or Tableau for creating dashboards is a plus.
• Strong written and verbal communication skills in English.
• Excellent analytical and problem-solving abilities.
• Detail-oriented with a focus on accuracy and quality.
• Ability to work independently and collaborate effectively across time zones with US-based teams.

Certifications (Preferred):

• Customer Success certifications (e.g., Gainsight, HubSpot Customer Success).
• Certifications in digital marketing and email campaigns.
• Technical writing certifications.

Additional Requirements: 

• We are passionate about being part of building something great and revolutionizing the pet care industry with our unique and innovative product. 
• Love for pets 

Cultural Expectations:

• We prioritize the well-being of both our pet care providers and the pets they care for. This means being responsive and available when they need us, which includes holidays, weekends, and occasional late hours.
• We have an unyielding commitment to serving our customers, working diligently until they are fully satisfied.
• We focus on attention to detail and quality in everything we do, ensuring excellence in our products and services.
• We are passionate about building something extraordinary and revolutionizing the pet care industry with our innovative solutions.
• A love for pets is at the heart of what we do.

Our Values: 

• Kindness: We assume positive intent, celebrate co-workers' successes, avoid toxic behaviors, and call out bad acting when we see it. 
• Trust: We are authentic, humble, and empathetic. Empathy is the cornerstone of building trust. And in a world that is certain to be full of change, trust is a requirement 
• Fearlessness: We are bold, honest, direct, and candid. We dare to challenge assumptions and push boundaries. And we are not afraid when someone challenges us. If we make mistakes, which we will, they are unique and good opportunities to learn. 
• Discourse, Not Dissonance: We encourage constructive discourse and welcome challenges. We strive to create an environment where the best ideas rise to the top, and data drives decisions. 
• Understanding, Not Consensus: As leaders, we stand firm in our informed convictions until overturned by data. We embrace healthy disagreement but commit to the outcome once a decision is made. 
• Ownership: We empower each other to problem solve and take initiative to achieve our goals. We are purposeful and intentional in our thinking, knowing that we are individually accountable for our impact on the company's results. 
• Curiosity: We are passionate about learning and constantly seek opportunities to grow and develop. We adapt and mature with the ever-changing landscape of our industry. 

Benefits: 

• Competitive salary and benefits package. 
• Opportunity to work with cutting-edge technology. 
• Fast-paced and dynamic work environment. 
• Chance to make a real impact on a growing company.

RunLoyal is an equal opportunity employer, and we value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  To Apply:  Please submit your resume and cover letter to jointhepack@runloyal.com