Customer Success Operations Advocate

At LineLeader®, our purpose is to support the growth of early learning centers by using our childcare industry knowledge and experience to create software that makes their sales and marketing operations simple. 

LineLeader® was founded to provide a comprehensive customer relationship management and marketing system designed specifically for the childcare industry. Our web-based software is the product of a combined 75+ years of management software and business consulting experience in the childcare industry. We make childcare relationship management simpler and more effective by automating communication, enhancing parent engagement, and managing leads to improve enrollment conversion. 

Success Operations Advocate 

Department Name:       Customer Operations 

Supervisor’s Title:        Head Of Business Operations (Australia) 

Primary Purpose and Function: 

The Success Operations Advocate (SOA) is a multi-faceted customer facing role that is accountable for upholding and promoting the LineLeader brand to the highest regard. The SOA is responsible for building & maintaining strong relationships with our customers, onboarding & training new customers in all business segments, and supporting customers to use our software to their maximum benefit. The SOA will work closely with the Australian Support and Marketing team to support and connect with our Australian customer base. The primary goals of this role is customer retention, loyalty, satisfaction, growth, onboarding, training, and customer risk mitigation. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:  

Implementation & Onboarding: 40% 

• Onboard new AU customers to the LineLeader platform and train user base. 
• Work heavily within Hubspot to onboard customers and maintain customer records. 
• Create and maintain required implementation artifacts including rate sheet and age groups, project timeline and schedule, proper documentation of progress in Hubspot, if applicable the client data import. 

Customer Success: 60% 

• Deliver expert-level, in-depth, knowledge of the customer’s business priorities and align services to meet the stated priorities. 
• Continually review customer health metrics and keep track of variables which could be early indicators of customer churn. 
• Partner with Product teams to provide feedback on enhancements to continually improve CCCRM products and services. 
• Work closely with Sales to assist in driving new business and selling additional LineLeader products to current customer base. 
• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with assigned customer accounts 
• Work with customers to ensure they are leveraging our products effectively and finding value in our services 
• Be creative in finding solutions within our products when encountering challenging or unique situations 
• Become an expert in, and educate customers on, the use and benefits of our products 
• Work closely with Sales, Support, and Technical teams to ensure an exceptional customer experience and resolve any customer issues 
• Be a customer advocate by capturing customer feedback and reporting those requests to Product Management and Development 
• Maintain a revenue base by managing account retention and renewal 
• Answering client phone calls to conduct screenshares in order to present customer expectations.

General 

• Operate closely and frequently with LineLeader local Partners. 
• Continually strive to improve the internal processes by enhancing best practices and proactively identifying areas of improvement. 
• Consistently meet or exceed monthly, quarterly, and annual performance KPIs. 
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth 
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes 
• Maintain quality and current data within internal CRM system 
• Maintain professional and product knowledge within the Childcare industry 
• Manage timely completion of LineLeader work orders. 
• Demonstrate an expert level of knowledge over all LineLeader products and partner integrations. 

KNOWLEDGE AND SKILL: (REQUIRED) 

• 2+ years supporting customers in a SaaS/technology environment 
• Experience using a Customer Relationship Management (CRM) system (e.g. HubSpot, Salesforce.com) 
• Proven ability to build relationships with customers and internal teams 
• Experience operating in a shared services model with proven ability to work effectively in a team-based environment 
• Detailed-oriented with a positive and inquisitive attitude 
• Ability to overcome objections and challenges 
• Proven track record of account retention and growth 
• Strong decision-making, problem-solving, and troubleshooting capabilities 
• Confident presenting data and providing comparative analysis to C-Level individuals and groups 
• Results-oriented self-starter with ability to work independently 
• Ability to execute quickly, with high-quality precision while adapting to changing priorities  
• Living our culture of growth and opportunity, respecting others, a focus on the customer, going above and beyond and working as a team is essential for your success at LineLeader 

LineLeader is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: LineLeader is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. LineLeader will not tolerate discrimination or harassment based on any of these characteristics. LineLeader encourages applicants of all ages.