Available Location: Sydney, Australia
About the role
We are looking for a strong team player to join our team as part of the Revenue Operations Organization, reporting to the Manager, Customer Success Strategy & Operations. As a Customer Success Operations Specialist, you will play a pivotal role in supporting the Customer Success and Sales organization in provisioning and deprovisioning services for our Enterprise customers throughout their lifecycle - from the initial onboarding and expansion, to renewal and offboarding.
You will also collaborate closely with cross-functional teams to identify opportunities for growth, streamline processes, evaluate and implement solutions that drive efficiency gains, automation and accelerate business growth.
Responsibilities
- Successfully execute incoming provisioning and deprovisioning requests for Cloudflare Enterprise Customers in line with the agreed SLAs.
- Collaborate with the internal Cloudflare teams (Product, Fintech Engineering, Support, Customer Success, Sales etc.) to identify opportunities for automation, as well as process, documentation and tool improvements.
- Test and evaluate solutions & tools which will help to accelerate provisioning capabilities, and enhance the overall customer experience.
- Ensure ticket hygiene for accurate reporting and route the out of scope requests to the relevant teams to ensure fast resolution.
- Foster a culture of continuous improvement, collaboration, and operational excellence.
Requirements
- Min. 3 years of proven experience in business support, customer support, customer success, provisioning management, or a related role, preferably in a fast-paced technology or SaaS environment.
- Strong understanding of provisioning and support ticket management.
- Experience with SQL and API tools such as Postman or Bruno, with the ability to create new API calls.
- A quick learner with attention to details and passion for driving continuous improvement.
- Self-starter with the ability to work independently, adjust priorities to work efficiently and meet SLAs.
- Excellent communication and interpersonal skills.
