.Customer Success Operations, Senior SpecialistJob Title: Customer Success Operations, Senior SpecialistSummary: We are seeking a Business Administrator to manage and enhance our Customer Success Management platform, Totango, to be used by over 250 CSMs within our Travel Unit, initially focusing on Airlines and Travel Sellers, with potential expansion to other business lines. This role is central to ensuring the platform's effectiveness, covering responsibilities such as end-user requirements management, platform configuration and testing, user provisioning, advanced user support, integration management, workflow automation, and analytics/reporting.In addition, this position involves training the end-users, creating user support materials, ensuring data security, and maintaining compliance with regulations. The ideal candidate will have experience in Customer Success or Customer Success Operations, platform administration, and a strong understanding of Customer Success metrics. This role is crucial for driving customer satisfaction and operational efficiency across our global Customer Success team. We strongly encourage candidates from all backgrounds to apply, as diverse perspectives are key to our success.In this role you will:User ManagementOversee user provisioning, including adding and removing users, and assigning roles and permissions to ensure appropriate access levels.Define and manage user roles to align with team responsibilities.Configuration and CustomizationConfigure and customize Totango platform according to the Customer Success Management requirements and processes.Create and manage custom attributes and customer segments tailored to business needs.Working closely with other departments, bring data, metrics and KPIs into the tool to enable value adding customer conversations by the CSMs.Integration ManagementIn collaboration with DTS, support management of data integrations with other systems.In collaboration with DTS, ensure data synchronization between Totango and integrated systems, maintaining data accuracy and consistency.Analytics and ReportingDesign and manage dashboards to provide insights into platform adoption among the CSMs in the regions.Enable and analyze internal customer feedback for platform evolution and enhancement.In collaboration with the Commercial & Marketing Analytics team, ensure data consistency between Totango and analytical tools used in the Travel Unit (e.G. Qlik, PowerBI).Requirements and UATManage the requirements collection process and drive the backlog creation for the tool "run" phase to ensure continuous tool improvement.Design and drive the UAT process for newly added functionalities.Communication & Knowledge managementDevelop, prepare and deliver training sessions to the end users when required.Prepare content for Totango release communication notes, Tips & Tricks and/or knowledge management platforms
