Customer Success Account Operations Manager

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity. 

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

The CS Account Operations Manager is a key resource that is instrumental in creating a world class experience for 8x8 customers. This is a Customer Success position that will provide administrative support to both 8x8 customers and cross-functional teams.

This position will report directly to the Manager, CS Account Operations The candidate will possess the ability to recommend process improvements, and keep pace with our growth while partnering with internal peers, stakeholders, and teams to meet the challenges of an extremely customer-focused and metrics driven environment. This role will support 8x8’s global accounts therefore flexibility is required to cover partially US continental working hours: 11:00 - 20:00 local (EET) time interval.

RESPONSIBILITIES:

• Independently manage operational projects with problems related to current customer's subscriptions with 8x8;

• Schedule required to cover partially US continental working hours: 11:00 - 20:00 local (EET) time interval;

• Solve complex customer success and service inquiries by proactively preventing negative service trends;

• Understand and correctly utilize resources provided by internal systems, departments, policies, and procedures;

• Manage multiple customer inquiries concurrently;

• Ad-hoc analysis and reporting preparation;

• Work cross functionally with multiple departments;

• Document standard operating procedures where applicable;

• Weekly metrics reporting.

REQUIREMENTS:

• 5 years working experience within CSM, Sales Operations, Customer Service or customer-facing roles;

• Intermediate to Advanced experience with Microsoft Excel (including but not limited to V-lookup, SUM, IF, SUMIF functions, concatenate etc.);

• Strong English written and oral communication skills;

• Innovative and strategic thinker with a passion for your customers’ success

• Understanding of Unified Communications (​​contact center, voice, video, and chat) is a plus;

• Working knowledge of routers, switches, and other network components is a plus;

• Enthusiastic, Resilient and Persistent problem solving attitude.

For a closer look into what life at 8x8 International and the Cluj office look like check out our Instagram page.

8x8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to.

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